SafetyCulture | "Competitive" comp not given
Steph's Notes:
SafetyCulture's Careers page starts out well by being very complimentary of its team and potential candidates.
Also, if you're going to do a recruitment video, SafetyCulture demonstrates a good way to do it – they showcase several employees (not all white dudes!) talking about the product but also what it's like to work at the company, giving candidates a glimpse into why they might want to work for the company.
I'm dinging them for describing in-house catering, drinks, parties, and office games as benefits while not describing the actual benefits as anything. Weird.
LOL, also dinging for: all the women on the leadership team are white, and all the women are from Support, Marketing or HR (it is a large, very male, VERY white leadership team).
The difference in font sizes (very small to just small) in this job description is painful to read. How much do we want to bet that there's attention to detail required somewhere in here? (Shocker: there wasn't!)
Do you thrive working in a high performing and innovative environment?
No, I love failure and stagnation. Doesn't everyone?
Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations.
Hoo boy. Why does this read to me as "We will give you no resources, we will change the parameters of success constantly, and we will offer little to no support toward meeting your strategic goals. Good luck!"
They do at least stop referring to catering et al as benefits in the JD, so at least there's that.
So most of this job description is run-of-the-mill Director of Customer Success fare, but it hits BINGO for a few reasons: red flags surrounding the actual working conditions of the role, no salary transparency despite competitive claims, and the flags I've already mentioned about the leadership team and Careers page.
Also, for a team that claims to care about diversity and that clearly has the resources to devote to it, I would expect them to care more about the accessibility of their job descriptions.
Original Job Description: Director of Customer Success
SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Manchester office located in the heart of the city centre, we also have a presence in Kansas City, Amsterdam, Manila, and Townsville. With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"
Are you a strategic, purpose-driven leader with a track record in SaaS Customer Success? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? Then we welcome you to join our Go-To-Market team as a Director of Customer Success for our UK and Ireland region. In this role, you will play a pivotal role in building the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and maximises value in SafetyCulture’s platform.
Your commercial mindset and hands-on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy and expansion. With extensive SaaS CS Leadership experience, you will partner closely with cross-functional teams, in particular our Sales, Marketing, Product, Revenue Operations, and Enablement teams, to ensure that customers are at the centre of our decisions.
How will you spend your time?
- Manage and lead the UK&I Customer Success function, providing guidance, support and mentorship to ensure the team’s success in achieving their goals.
- Help the team deliver against quarterly targets around retention, onboarding and customer health.
- Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy.
- Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention.
- Engage in close collaboration with senior-level executives, global CS 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. Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success.
- 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 high-performing CS teams, ideally from a PLG SaaS company
- Having deep expertise in working across different customer segments, in particular Enterprise level accounts
- You use data, empathy and good judgement to guide your approach to solving problems
- Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies
- Exceptional communication, 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
Why SafetyCulure?
- Equity with high growth potential, and a competitive salary
- Wellbeing initiatives such as subsidised healthcare, EAP services and generous parental leave policy
- 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.
You’ll also receive other perks such as:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks daily
- Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
- Quarterly celebrations and team events, including the annual Shiplt global offsite
- Table tennis, board games, books library, and pet-friendly offices.
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. 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.