What are the responsibilities and job description for the Senior Customer Success Manager (Retail) position at SafetyCulture?
Why join us?
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.
The Role
An exciting opportunity has arisen for a Senior Customer Success Manager (CSM) to join our team! You’ll drive success across some of our most strategic Enterprise customers in the Retail and Quick Service Restaurant (QSR) industries. As a trusted advisor, you’ll ensure customers maximize the value of our platform, achieve measurable business outcomes, and expand their
long-term partnership with SafetyCulture. We’re looking for someone who thrives on building deep relationships within complex, multi-site organizations and partnering closely with senior stakeholders to deliver tangible business
About You
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
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 resumesWe’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 .
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
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.
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.
The Role
An exciting opportunity has arisen for a Senior Customer Success Manager (CSM) to join our team! You’ll drive success across some of our most strategic Enterprise customers in the Retail and Quick Service Restaurant (QSR) industries. As a trusted advisor, you’ll ensure customers maximize the value of our platform, achieve measurable business outcomes, and expand their
long-term partnership with SafetyCulture. We’re looking for someone who thrives on building deep relationships within complex, multi-site organizations and partnering closely with senior stakeholders to deliver tangible business
About You
- Proven experience managing large-scale, strategic customer relationships within complex Enterprise environments
- Relevant industry experience in Retail or QSR, or managing Enterprise customers in those industries, is considered a strong value add
- Strong learning mindset and the ability to rapidly understand new industry dynamics
- Ability to navigate multiple senior stakeholders (VP level and above), aligning solutions to strategic business goals
- Confidence in engaging at the C-suite level to drive value and influence decisions
- Skilled at leveraging data and insights to shape strategy, measure outcomes, and demonstrate ROI
- Exceptional communication, persuasion, and presentation abilities, with a knack for simplifying complex ideas
- A proactive, outcomes-driven mindset - comfortable operating in a fast-paced, dynamic environment
- Serve as a strategic partner to a curated portfolio of Enterprise Retail & QSR customers, driving adoption and measurable success
- Understand customers’ business objectives, challenges, and industry context, using insights to guide their journey
- Own customer retention, proactively identifying and mitigating churn risk while ensuring renewals
- Partner with Sales and other internal teams to uncover and drive expansion opportunities within existing accounts
- Use your industry expertise to deliver tailored recommendations, best practices, and thought leadership
- Act as the voice of the customer internally - influencing product direction based on real-world needs and opportunities
- Contribute to industry playbooks, case studies, and enablement materials that elevate customer outcomes and team capability
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
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 resumesWe’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 .
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
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.