Customer Success Manager

Job description

Why join us? Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership. Big tech impact, without the big tech ick. The role As a Customer Success Manager (CSM), you will be responsible for managing a portfolio of customers across EMEA, ensuring their success with Mitti by 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 and 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 Mitti by 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 portfolio of customers using digital engagement, automation, and strategic interventions, tailored to the needs of customers across diverse EMEA markets. Data-driven decision making: Analyse customer usage data, health scores, and trends to continuously optimise your customer portfolio and proactively address risks and uncover expansion opportunities. Tooling and automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement. Customer advocacy and value realisation: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximise adoption. Cross-functional collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience. What we're looking for 4+ years of professional experience, with at least 2 years in customer facing role. Experience managing customers at scale, using digital and automated success motions. Experience supporting customers…