Customer Success Manager - Scaled AMER

Why join us?

We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.

Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”

People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.

The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.

This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in.

The Role

As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, ensuring their success with SafetyCulture. Your focus will be on customer retention, adoption, and use-case growth by leveraging data-driven insights and scalable customer engagement strategies. You’ll work closely with cross-functional teams to improve customer experiences and drive measurable business impact.

Key Responsibilities

• Retention & Expansion: Ensure customers achieve their desired outcomes with SafetyCulture, leading to strong retention and growth in use cases
• Driving Product Stickiness: Encourage deep adoption of SafetyCulture by ensuring customers leverage key product features that align with their business goals.
• Risk Mitigation: Proactively identify and address risks that could lead to churn by leveraging data insights and customer health metrics.
• Scaled Customer Success: Manage a high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.
• Data-Driven Decision Making: Analyze customer usage data, health scores, and trends to continuously optimize your customer portfolio and proactively address risks and uncover expansion opportunities.
• Tooling & Automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
• Customer Advocacy & Value Realization: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximize adoption.
• Cross-Functional Collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.
  
  

What And Who We’re Looking For

• 5+ years of professional experience, with at least 2-3 years in a Customer Success role (preferably in SaaS or a technology-driven company).
• Experience managing a large portfolio of customers at scale, using digital and automated success motions.
• Strong analytical skills – ability to interpret customer data and take action.
• Proficiency in Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).Excellent communication and relationship-building skills.
• Ability to prioritize and multitask in a fast-paced environment.
• This position is based in the Philippines potentially supporting US, EMEA, or APAC based customers. It’s important that you are comfortable working US, EMEA and APAC hours with a diverse global team.
  
  

Nice To Have

• Experience working in B2B SaaS
• Familiarity with systems such as Salesforce, Vitally, Gainsight, and Tableau
• Experience working with Medium-sized to Enterprise customers at scale
• Experience in Communities, forums and communications en masseAbility to go high and wide in a customer’s organization - multithreading
• You have familiarity with Bow-tie and SPICED methodology
  
  

Work Setup: Hybrid

Onsite Requirement: 3 days a week for the first 6 months, transitioning to 2 days a week upon regularization.

Shift

AMER (10PM - 7AM)

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

You can find out more about life at SafetyCulture via Youtube , Twitter , Instagram and LinkedIn .

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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