Director, Customer Success

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. 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. country: AU all locations: [Sydney] commitment: department: Success location: Sydney team: Customer Success How you will spend your time?: Manage and lead the APAC Customer Success function, providing guidance, support and mentorship to ensure the team’s success in achieving their goals Help the team deliver against retention and expansion targets   Help refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy Own risk identification, risk mitigation and forecasting for the APAC Customer Success function   Monitor and track essential customer success indicators, delivering regular reports  to leadership on team performance, customer health and key risk initiatives Work closely with the global CS leaders to create and deliver a globally aligned approach and program for Customer Success, with local nuance as appropriate   Engage in close collaboration with global CS leadership, senior leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics What we’re looking for? : Proven senior leadership experience in customer success as a CS leader of leaders   Demonstrated ability to build and scale a high-performing CS team across the APAC region   Hands on approach to leadership. Willingness to learn our product and be able to help customers directly with product functionality when needed. Willingness to dig in and help create processes and playbooks where needed   Deep expertise in working across different customer segments and building customer success at scale; Demonstrated experience using AI to scale customer success   Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies  You use data, AI, empathy and good judgement to guide your approach to solving problems   Exceptional communication, collaboration, negotiation, and presentation skills   Results-oriented mindset with a focus on driving customer value and revenue growth   Contract negotiation and revenue forecasting experience   Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies   Experienced in CS and sales processes, methodologies and frameworks   Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity including in a matrixed environment   Ability to participate in regular meetings with our global team members   Ability to travel to customers and our global locations   More than a job:: Equity with high growth potential, and a competitive salary Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office Access to professional and personal training and development opportunities Hackathons, Workshops, Lunch & Learns We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies Office Benefits:: In-house Culinary Crew serving up daily breakfast, lunch and snacks Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy Quarterly celebrations and team events, including our Shiplt global offsite On-site gym, table tennis, board games, books library, and pet-friendly offices