Head of Customer Success

About the Role

As Head of Customer Success, you will own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion. You will lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.

This is a hands-on leadership role. You'll be equally comfortable coaching a CSM through a difficult renewal conversation, redesigning our onboarding methodology, presenting churn analysis to the executive team, and jumping on a call with a strategic customer's leadership. You'll partner closely with Sales, Product, and Engineering to ensure the voice of the customer shapes everything we build.

The ideal candidate is a builder: someone energized by creating scalable processes from the ground up, developing talent across time zones, and establishing Customer Success as a growth engine — not just a support function.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and grow a global Customer Success team across the US and Australia, including Customer Success Managers, Implementation Specialists, and Support staff.
• Define team structure, roles, and career pathways as the function scales; recruit and onboard new team members as we grow.
• Establish a high-performance, customer-obsessed culture with clear goals, accountability, and regular coaching.
• Manage capacity planning, territory/portfolio assignments, and coverage across time zones.

Onboarding & Implementation

• Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably.
• Standardize project plans, milestones, and success criteria for implementations of varying size and complexity.
• Reduce time-to-value and time-to-go-live while maintaining implementation quality and customer satisfaction.

Support Operations & Service Excellence

• Oversee support operations, ensuring SLAs are consistently met or exceeded across regions.
• Implement tooling, workflows, and knowledge-base resources that improve first-response and resolution times.
• Build escalation processes that resolve critical issues quickly and communicate transparently with customers.

Retention, Renewals & Expansion

• Own gross and net revenue retention targets; build proactive renewal processes that begin well before contract end dates.
• Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays.
• Partner with Sales to identify and drive expansion opportunities — additional modules, seats, sites, and use cases — within the existing customer base.

Voice of the Customer

• Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering.
• Establish structured feedback loops such as QBRs/EBRs, customer advisory boards, NPS/CSAT programs, and win/loss and churn reviews.
• Develop customer advocacy programs: references, case studies, testimonials, and referrals.

Operations, Reporting & Systems

• Build and maintain customer health scoring, lifecycle stages, and early-warning systems.
• Define and report on the KPIs that matter — GRR, NRR, adoption, NPS/CSAT, SLA performance, implementation velocity — with clear dashboards for the executive team and board.
• Own the Customer Success tech stack (e.g., HubSpot, Zendesk, Jira) and drive process automation and data hygiene.

What We're Looking For

Required

• 5+ years of experience in Customer Success, Professional Services, Account Management, or Support within B2B SaaS.
• 3+ years leading and developing customer-facing teams, ideally across multiple regions or time zones.
• Deep working knowledge of SaaS customer metrics: churn, GRR, NRR, adoption, engagement, and customer health scoring — and a track record of moving them in the right direction.
• Proven experience owning renewals and driving retention and expansion outcomes.
• Excellent communication and stakeholder management skills, with the ability to engage credibly at every level from frontline users to C-suite executives.
• Strong operational mindset: comfortable designing processes, building playbooks, and using data to drive decisions.
• Self-starter who thrives in a fast-moving, scaling environment with a bias toward action.

Preferred

• Experience in safety, EHS (Environment, Health & Safety), industrial, construction, mining, manufacturing, or energy sectors.
• Hands-on experience with HubSpot, Zendesk, Jira, or similar CRM, support, and project management platforms.
• Experience managing distributed/global teams, particularly across US and APAC time zones.
• Background in implementation or professional services for complex B2B software.

How Success Is Measured

Your performance will be evaluated against clear, outcome-oriented measures, including:

• Retention & Renewals — Customer retention rate and on-time renewal performance
• Revenue Metrics — Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Customer Sentiment — NPS and CSAT scores and trends
• Adoption — Product usage, feature adoption, and engagement across the customer base
• Implementation Success — Time-to-value, on-time go-lives, and implementation satisfaction
• Support Performance — SLA attainment, response and resolution times
• Growth — Expansion revenue generated from the existing customer base
• Team Health — Team development, engagement, and retention of top talent

Why Join SafetyIQ

• Mission that matters — Your work directly contributes to keeping workers safe and helping them get home to their families every day.
• Fully remote & flexible — Work from anywhere, with the flexibility to structure your day around your life.
• Competitive compensation — Strong base salary plus performance-based incentives tied to the outcomes you drive.
• Build something significant — Shape a critical business function from the ground up, with real ownership and executive visibility.
• Global exposure — Work with customers and colleagues across the US, Australia, and beyond.
• Growth trajectory — Join a scaling company where high performers grow with the business.