Head of Customer Success
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Job Description
Lead the post-sale customer organization at SafetyIQ to ensure measurable business and safety outcomes. Manage a global team and operational infrastructure for customer success.
Responsibilities:
- Own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion.
- Lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.
- Manage capacity planning, territory/portfolio assignments, and coverage across time zones.
- Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably.
- Oversee support operations, ensuring SLAs are consistently met or exceeded across regions.
- Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays.
- Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering.
- Build and maintain customer health scoring, lifecycle stages, and early-warning systems.
Requirements:
- 5+ years of experience in Customer Success, Professional Services, Account Management, or Support within B2B SaaS.
- 3+ years leading and developing customer-facing teams, ideally across multiple regions or time zones.
- Deep working knowledge of SaaS customer metrics: churn, GRR, NRR, adoption, engagement, and customer health scoring — and a track record of moving them in the right direction.
- Proven experience owning renewals and driving retention and expansion outcomes.
- Excellent communication and stakeholder management skills, with the ability to engage credibly at every level from frontline users to C-suite executives.
- Strong operational mindset: comfortable designing processes, building playbooks, and using data to drive decisions.
- Self-starter who thrives in a fast-moving, scaling environment with a bias toward action.
Benefits:
- Fully remote & flexible — Work from anywhere, with the flexibility to structure your day around your life.
- Competitive compensation — Strong base salary plus performance-based incentives tied to the outcomes you drive.
- Global exposure — Work with customers and colleagues across the US, Australia, and beyond.
- Growth trajectory — Join a scaling company where high performers grow with the business.
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