Manager of Customer Success

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.

As a Manager of Customer Success, you'll lead a team of Customer Success Managers who are each responsible for driving success across large portfolios of AMER-based customers. Your team will focus on customer retention, adoption, and use-case growth by leveraging data-driven insights and scalable customer engagement strategies. You'll coach your team to deliver efficient, high-impact engagement — helping customers realize measurable improvements in safety, productivity, and operational excellence.

Key Responsibilities

• Retention & Expansion Leadership: Coach your team to ensure customers achieve their desired outcomes with SafetyCulture, resulting in strong retention, deeper use-case adoption, and expansion opportunities.
• Driving Product Stickiness: Guide CSMs to position key product features that align with customer goals — helping customers realize SafetyCulture's full value across their operations.
• Risk Mitigation & Escalations: Proactively identify and address renewal risks using customer health scores, behavioral data, and strategic playbooks to safeguard revenue and customer relationships.
• Scaled Customer Success Management: Optimize a high-volume success motion by blending digital engagement, automation, and targeted human touchpoints — enabling efficiency without sacrificing impact.
• Data-Driven Team Management: Use customer insights and usage trends to coach your team, prioritize their portfolios, and inform strategies that drive engagement, retention, and advocacy.
• Tooling & Automation: Leverage Customer Success tools (e.g., Gainsight, Salesforce) to drive team efficiency, scale communications, track KPIs, and improve visibility into customer health.
• Customer Advocacy & Value Realization: Ensure customers connect SafetyCulture to real business value — including improved productivity, hours saved, reduced risk, and safer workplaces.
• Cross-Functional Collaboration: Partner closely with Sales, Product, Support, and Engineering to advocate for customer needs and ensure a seamless customer experience across the journey.
• Team Coaching & Career Development: Mentor and develop CSMs, supporting performance, continuous improvement, and career growth through regular coaching and feedback.
• Strategic Account Support & Planning: Work directly with your team on key account strategies, helping them execute engagement plans that address onboarding, adoption, and long-term value realization.
• Goal Setting & Performance Management: Establish and iterate on clear KPIs and success metrics for the team, aligning performance with quarterly retention, onboarding, and customer health goals.
• Global & Regional Strategy Execution: Partner with the Manila Head of Customer Success and global CS leaders in Sydney, Manchester, and Kansas City to execute on strategic retention and growth initiatives and deliver consistent customer experiences.
• Customer Feedback & Product Advocacy: Share insights from customer engagements directly with Product and Engineering to influence improvements and roadmap decisions.

What We're Looking For:

• At least 8 years of Customer Success or Account Management experience, with at least 5 years of people leadership experience (preferably in SaaS or a tech-driven company)
• Experience managing Scaled or High-Velocity Customer Success motions, supporting 200+ accounts per CSM
• Strong coaching and team development skills, with a passion for scaling Customer Success practices
• Analytical and data-driven — able to translate insights into action
• Proficiency with Customer Success tools (e.g., Gainsight, Totango, Vitally, Salesforce, ChurnZero)
• Excellent communication, leadership, and cross-functional collaboration skills
• Ability to thrive in a fast-paced, rapidly changing environment
• Experience in industries like Construction, Manufacturing, Retail, Hospitality, Logistics, Energy, or Government is a plus
• Based in Manila and comfortable working AMER timezone hours (Night Shift) with a global team

LocationWe 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.

Job Types: Full-time, Permanent

Pay: Php80, Php120,000.00 per month

Benefits:

• Gym membership
• Health insurance
• Life insurance
• Staff meals provided

Application Question(s):

• Do you have experience in managing team members?
• How much is your expected salary?

Experience:

• Leadership: 5 years (Preferred)
• Customer Success: 8 years (Preferred)

Work Location: In person