Senior Customer Success Manager, EMEA - Data-Driven Growth

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

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.