Customer Success Manager – Scale & Retention in EMEA

Mitti; Manchester; On-site; GBP 55,000 - 85,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Customer Success Manager to oversee a portfolio of EMEA customers, driving retention, adoption and expansion through data-driven engagement.

You will collaborate with sales, support and product teams to improve experiences and deliver measurable business impact across diverse markets. The role requires 4+ years in customer-facing positions and a proven track record in scaling customer success initiatives.

Qualifications

• 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.

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.

Skills

Customer success

Data analysis

Gainsight

Salesforce

ChurnZero

Cross-functional

Stakeholder management

Communication

Tools

Gainsight

Salesforce

ChurnZero

Job description

Mitti by SafetyCulture is seeking a Customer Success Manager to oversee a portfolio of EMEA customers, driving retention, adoption and expansion through data-driven engagement.

You will collaborate with sales, support and product teams to improve experiences and deliver measurable business impact across diverse markets. The role requires 4+ years in customer-facing positions and a proven track record in scaling customer success initiatives.