Customer Success Manager

SafetyCulture Inc.; Manchester; Remote; GBP 45,000 - 85,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Customer Success Manager to manage a portfolio of customers across EMEA, focusing on retention, adoption and expansion. You will leverage data-driven insights and scalable engagement to drive measurable business impact.

You will collaborate with sales, support and product teams to deliver a seamless customer experience, ensuring health metrics guide proactive risk management and growth opportunities.

Qualifications

• 4+ years of professional experience, with at least 2 years in a customer facing role.
• Experience managing customers at scale, using digital and automated success motions.
• Experience supporting customers across EMEA, with an understanding of regional differences in business culture and customer needs.
• Strong analytical skills: ability to interpret customer data and take action.
• Exposure to Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).
• Excellent communication and relationship-building skills.
• Ability to prioritise and multitask in a fast-paced environment.

Responsibilities

• Retention and expansion: Ensure customers achieve desired outcomes with SafetyCulture, leading to retention and growth.
• Driving product stickiness: Encourage deep adoption of Mitti by SafetyCulture by guiding feature usage.
• Risk mitigation: Proactively identify and address churn risks using data health metrics.
• Scaled customer success: Manage a portfolio of customers using digital engagement and interventions across EMEA.
• Data-driven decision making: Analyse usage data, health scores, and trends to optimise the portfolio.
• Tooling and automation: Leverage CS tools to drive efficiencies and scale engagement.
• Customer advocacy and value realisation: Articulate value, share best practices, and maximise adoption.
• Cross-functional collaboration: Work with sales, support and product to ensure a seamless experience.

Skills

Analytical skills

Communication

Multitasking

Tools

Gainsight

Totango

ChurnZero

Job description

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.

The role

As a Customer Success Manager (CSM), you will be responsible for managing a portfolio of customers across EMEA, 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.

Key responsibilities

• Retention and 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 portfolio of customers using digital engagement, automation, and strategic interventions, tailored to the needs of customers across diverse EMEA markets.
• Data-driven decision making: Analyse customer usage data, health scores, and trends to continuously optimise your customer portfolio and proactively address risks and uncover expansion opportunities.
• Tooling and automation: Leverage customer success tools (e.g., Gainsight, Salesforce, ChurnZero) to drive efficiencies and scale engagement.
• Customer advocacy and value realisation: Ensure customers understand the value of SafetyCulture, providing best practices and recommendations to maximise adoption.
• Cross-functional collaboration: Work closely with sales, support, and product teams to deliver a seamless customer experience.

What we're looking for

• 4+ years of professional experience, with at least 2 years in customer facing role.
• Experience managing customers at scale, using digital and automated success motions.
• Experience supporting customers across EMEA, with an understanding of regional differences in business culture and customer needs.
• Strong analytical skills: ability to interpret customer data and take action.
• Ideally, exposure to Customer Success tools (e.g., Gainsight, Totango, ChurnZero or similar platforms).
• Excellent communication and relationship-building skills.
• Ability to prioritise and multitask in a fast-paced environment.

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 .

We prioritise inclusion and value individuals with potential over a checklist of qualifications.

You can find out more about life at Mitti via Youtube , Twitter , Instagram and LinkedIn.

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.