Senior Customer Success Manager (Scaled)

SafetyCulture • Kansas City, MO

6d

About The Position

We’re a global tech company, just not the kind you’re picturing.

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.

An exciting opportunity has arisen for a Senior Customer Success Manager (CSM) to join our team! You’ll lead retention and growth across a large portfolio (~100 accounts) of high-potential customers, with a strong concentration in the Manufacturing industry.
This is a senior-level, tech-enabled Customer Success role operating within a scaled engagement model. You will drive portfolio-level strategy while executing efficient, data-driven programs that increase adoption, retention, and expansion across a broad book of business.
Unlike traditional high-touch Enterprise roles, success in this position comes from leveraging automation, segmentation, and lifecycle design to deliver meaningful impact at scale. You will not only manage your portfolio but also contribute to evolving and optimizing our scaled Customer Success strategy.
We’re looking for someone who is commercially sharp, highly analytical, operationally disciplined, and energized by using technology to increase impact and efficiency.

Requirements

• Experienced managing high-volume portfolios (50–100+ accounts) within a scaled or pooled Customer Success model
• Proven success improving retention and driving growth within a lower-spend, high-potential segment
• Deep experience using Customer Success platforms such as Gainsight (preferred), Totango, ChurnZero, or similar tools to build plays, automate engagement, and monitor health signals
• Highly analytical, using data to prioritize and guide decision-making
• Systems-oriented, building repeatable processes rather than relying on manual effort
• Commercially astute, with strong judgment on where to invest time for maximum impact
• Strategic thinker who identifies portfolio-wide trends and opportunities
• Tech-forward, energized by automation, AI, and digital-first engagement models
• Clear, confident communicator effective in 1:many engagement formats
• Based in/near Austin, TX or Kansas City, MO

Nice To Haves

• Experience supporting Manufacturing customers is beneficial, but not required

Responsibilities

• Own gross and net retention across a portfolio of ~100 growth-focused accounts
• Develop and execute scalable engagement strategies that drive adoption, stickiness, and measurable value realization
• Leverage Gainsight and related tools to design automated plays, monitor health signals, and proactively mitigate churn risk
• Identify high-growth accounts and partner with Sales to drive expansion opportunities
• Deliver targeted enablement programs (digital campaigns, webinars, segmented outreach) aligned to customer lifecycle stages
• Analyze portfolio performance trends and provide strategic recommendations to improve segmentation, engagement models, and growth outcomes
• Act as a thought partner in shaping and evolving SafetyCulture’s scaled Customer Success strategy
• Serve as the voice of this customer segment internally, influencing product, marketing, and go-to-market improvements

Benefits

• Equity with high growth potential and a competitive salary
• 401k
• Generous Medical Insurance plans
• Paid Parental Leave
• 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.
• Quarterly celebrations and team events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed