Director of Customer Success

Company Overview

Safety Plus Inc. is the premier provider of SaaS technology and technology-enabled worksite safety services, leaving the industry with innovative solutions that transform safety management. Our commitment to excellence and innovation sets us apart as we redefine safety practices, making workplaces safer, more efficient, and compliant.

With a focus on innovation and growth, we empower our customers by providing cutting-edge technology and unparallel service. Our solutions not only help organizations implement sage work practices but also position them at the forefront of workplace safety. We are driven by a compelling mission that is both critical and transformative.

Why Choose Safety Plus Inc?

If you are looking for a rewarding career where you can make a real impact, Safety Plus Inc. is the place for you. Join us in our mission to create safer workplaces and protect lives.

• 
  Innovative Technology: Our proprietary software revolutionizes safety management, providing our clients with real-time insights and solutions.
• Expert Consulting Services: Our team of experienced safety consultants are industry leaders, providing customized solutions to meet each client's unique needs.
• Impactful Work: Join a team that is making a difference every day, creating safer environments for workers across industries.
• Professional Growth: We are committed to the growth and development of our employees, offering continuous learning opportunities and career advancement.

Position Overview

Are you driven by delivering exceptional customer outcomes and passionate about fostering business growth? As the Director of Customer Success, you will be instrumental in shaping the Customer Success team at Safety Plus, serving as a key leader during a pivotal phase of growth.

In this role, you will be responsible for scaling the customer success team and ensuring high levels of customer satisfaction, retention, and revenue growth. You will design strategies to optimize product adoption, cultivate strong customer relationships, and drive value realization across our customer base.

We are looking for a proactive, strategic leader with the ability to develop high-performing teams, drive operation excellence, and anticipate evolving customer needs.

Key Responsibilities

• Build & Lead a high-performing team: Recruit, coach and manage a team of Customer Success Managers (CSMs) to develop and execute account strategies, handle complex client situations, and identify growth opportunities.
• Coach and develop talent: Design and implement comprehensive onboarding and development programs that ensure new hires quickly add value and that existing team members continuously enhance their skills.
• Drive our Customer strategy: Collaborate with customers to understand their needs and identify strategic opportunities to expand our product suite and drive customer success.
• Operational Excellence: Develop and deliver account-level reporting to leadership, providing a clear view of business health and accurate forecasts. Identify and implement tools and processes to enhance team efficiency and impact.
• Establish Governance: Develop and oversee a comprehensive customer governance framework that ensures structured processes, clear communication channels, and consistent engagement with customers.
• Champion the Customer Voice: Advocate for customer needs and trends by representing their needs internally through feedback, escalations, and product enhancement requests.
• Collaborate Cross-Functionally: Work closely with internal teams to resolve customer escalations, identify root causes, and implement sustainable, long-term solutions.
• Track and Drive Success: Measure and drive customer adoption, engagement, and usage of Safety Plus products and services, ensuring customers realize their full value.

Qualifications

• 5+ years of customer success or account management experience, ideally in a high-growth start-up environment
• 3+ years of experience leading and managing a team with varying levels of experience.
• Proven record of accomplishment of driving customer success, retention, and revenue growth in a B2B SaaS environment.
• Strong leadership and people management skills, with demonstrated success in building and scaling high-performing teams.
• Data-driven and adept at leveraging CRM and customer success software to inform decisions and drive strategy.
• A proactive, self-starter mindset comfortable working in fast-paced, ambiguous environments.
• Customer-first mentality and passion for delivering a world-class customer experience, while balancing customer needs with business objectives.
• Expertise in customer success best practices and a proven ability to coach and mentor others in their development.