Customer Success Manager

The Role

As a Customer Success Manager (CSM) - Scaled, you will be responsible for managing a portfolio of 100+ customers, 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.

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.

Key Responsibilities

• Retention & 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 high-volume portfolio (100+ customers) using digital engagement, automation, and strategic interventions.
• Data-Driven Decision Making: Analyze customer usage data, health scores, and trends to continuously optimize your customer portfolio and proactively address risks and uncover expansion opportunities.
• Tooling & Automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
• Customer Advocacy & Value Realization: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximize adoption.
• Cross-Functional Collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.

What We're Looking For

• 5+ years of professional experience, with at least 2-3 years in a Customer Success role (preferably in SaaS or a technology-driven company).
• Experience managing a large portfolio of customers at scale, using digital and automated success motions.
• Strong analytical skills – ability to interpret customer data and take action.
• Proficiency in Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).
• Excellent communication and relationship-building skills.
• Ability to prioritize and multitask in a fast-paced environment.
• This position is based in the Philippines supporting US-based customers. It's important that you are comfortable working US hours with a diverse global team.

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 Mitti 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

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To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.