Customer Success Manager

6 days ago

Manila, National Capital Region, Philippines SafetyCulture Full time

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

The SC app was launched in 2012 to solve a global problem: reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We're excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We're looking for talented and mission-driven people to drive that growth.

Role Description:

This is a great opportunity for someone who is starting out in their professional journey and looking for an opportunity to grow, learn and drive positive outcomes for customers.

As a Customer Success Manager, your responsibility is to work with our small business customers using a Tech Touch motion. You'll be engaging with our customers 1:Many, leveraging Vitally for scaled engagement and campaigns, facilitating 1:Many webinars, Community participation, and account optimization. Our goal is to help customers' problems to drive long-term value and expansion in SafetyCulture.

Our Tech Touch program is committed to continuous improvement and seeks new ways of working efficiently through scaled motions. As a global Customer Success team, our values are core to everything we do: Be Bold, Bring Action, Better As A Team, Open Honest Always & Think Customer.

About You:

  • Fresh Graduate/ At least at the college level
  • Strong verbal and written communication skills - English
  • You have a natural curiosity and altruism for our customers and products
  • You are resourceful, agile and action-oriented
  • You're a big-picture thinker but can break down complex ideas to simpler actionable strategies
  • Autonomy - you have the ability to lead yourself and your customers
  • This position is based in the Philippines supporting US-based customers. It's important that you are comfortable working US hours with a diverse global team.

How You Will Spend Your Time:

  • Manage a portfolio of small business customers, to drive adoption, retention and advocacy of the SafetyCulture solutions
  • You'll partner with your customers to understand their goals and problems that you'll turn into strategies to orchestrate their business
  • You'll become a trusted advisor to key stakeholders to enable the best customer experience possible
  • You'll be a product expert with the ability to advise your customers on best practices
  • Work closely with Sales, Product and Support teams to find the best solution for our customers
  • We'll build outreach campaigns - usually via email & video - that drive customer engagement
  • You'll help identify and mitigate risks, ensure growth, and drive customer satisfaction

Nice To Have:

  • You have experience working in Customer Success, Support, Account Management, or other customer-facing roles
  • You have familiarity with tools such as Salesforce, Vitally, Tableau and SafetyCulture
  • A background in leveraging data to inform and execute strategies that encourage product adoption
  • Ability to go high and wide in a customer's organization - multithreading
  • You have familiarity with Bow-tie and SPICED methodology

Work Set-up: Hybrid (2-3x a week)

Shift: AMER (10PM - 6AM)

Location: We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office.

The Company:

SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.

Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.

This is an exciting time in SafetyCulture's history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We've raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.

At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.

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

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