What are the responsibilities and job description for the Senior Customer Success Manager (Scaled) position at SafetyCulture?
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.
About you:- 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
- Experience supporting Manufacturing customers is beneficial, but not required
- Based in/near Austin, TX or Kansas City, MO
- 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
- 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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.