About the role

Director of Customer Success overseeing APAC region for SafetyCulture. Driving customer retention and execution of business goals through strategic leadership and team mentorship.

Responsibilities

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

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

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
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