Senior Customer Success Manager (Retail)

SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.

SafetyCulture is one of the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!

An exciting opportunity has arisen for a Senior Customer Success Manager (CSM) to join our

team! You’ll drive success across some of our most strategic Enterprise customers in the Retail

and Quick Service Restaurant (QSR) industries. As a trusted advisor, you’ll ensure customers

maximize the value of our platform, achieve measurable business outcomes, and expand their

long-term partnership with SafetyCulture.

We’re looking for someone who thrives on building deep relationships within complex, multi-site

organizations and partnering closely with senior stakeholders to deliver tangible business

• Proven experience managing large-scale, strategic customer relationships within complex Enterprise environments
• Relevant industry experience in Retail or QSR, or managing Enterprise customers in those industries, is considered a strong value add
• Strong learning mindset and the ability to rapidly understand new industry dynamics
• Ability to navigate multiple senior stakeholders (VP level and above), aligning solutions to strategic business goals
• Confidence in engaging at the C-suite level to drive value and influence decisions
• Skilled at leveraging data and insights to shape strategy, measure outcomes, and demonstrate ROI
• Exceptional communication, persuasion, and presentation abilities, with a knack for simplifying complex ideas
• A proactive, outcomes-driven mindset - comfortable operating in a fast-paced, dynamic environment

•  Serve as a strategic partner to a curated portfolio of Enterprise Retail & QSR customers, driving adoption and measurable success
• Understand customers’ business objectives, challenges, and industry context, using insights to guide their journey
• Own customer retention, proactively identifying and mitigating churn risk while ensuring renewals
• Partner with Sales and other internal teams to uncover and drive expansion opportunities within existing accounts
• Use your industry expertise to deliver tailored recommendations, best practices, and thought leadership
• Act as the voice of the customer internally - influencing product direction based on real-world needs and opportunities
• Contribute to industry playbooks, case studies, and enablement materials that elevate customer outcomes and team capability

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.

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