Client Engagement Manager turning communication into engagement at First Focus. Driving client interaction and service adoption across a leading Managed Service Provider in Australia.
About the role
- Customer Success leader at SafetyCulture developing high-performing SaaS teams across EMEA. Focusing on strategic customer outcomes, retention, and sustainable business impact in fast-moving environments.
Responsibilities
- Lead and develop the EMEA Customer Success organisation, mentoring leaders and building a culture of accountability, ownership, and performance
- Deliver against regional retention and expansion targets, ensuring predictable and sustainable growth
- Refine and execute a Customer Success strategy aligned to SafetyCulture’s global vision and regional objectives
- Own risk identification, mitigation strategies, and forecasting for the EMEA CS function
- Monitor customer health and key success metrics, providing clear reporting and insights to senior leadership
- Partner closely with Customer Experience teams to create a seamless end-to-end customer journey
- Collaborate with global CS leadership to align on programs, frameworks, and best practices
- Act as the regional voice of the customer, influencing product direction and go-to-market priorities
- Use data-driven insights to continuously improve team effectiveness and customer outcomes
- Inspire resilience and adaptability within your team, guiding them to deliver high-quality
Requirements
- Strategic and commercially minded Customer Success leader
- Built and scaled high-performing SaaS teams across EMEA
- Led leaders, partnered closely with Sales and Product
- Strong customer outcomes into long-term value, retention, and sustainable business impact
- Comfortable discussing forecasts and expansion strategy in the boardroom
- Experience in refining playbooks or supporting complex enterprise customer conversations
- Balanced leadership style grounded in data, commercial judgement, and genuine customer empathy
- Comfortable challenging the status quo, and thinking long-term
Benefits
- Equity with high growth potential, and a competitive salary
- Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office
- Access to professional and personal training and development opportunities;
- Hackathons, Workshops, Lunch & Learns
- Access to our Leadership Academy as part of your ongoing growth and development journey
- Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events
- Gym sessions, book club, pet-friendly offices and more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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