Overview

Senior Customer Success Manager - Hospitality – SafetyCulture

Join to apply for the Senior Customer Success Manager - Hospitality role at SafetyCulture. SafetyCulture is a global technology company transforming workplaces around the world. Our mission is to help working teams get better every day, with a platform that gives frontline workers a voice and leaders visibility to make smart decisions when driving safety, quality and continuous improvement.

SafetyCulture is among the fastest-growing tech companies. Our ambition is to reach 100 million users worldwide by 2032. An awesome opportunity has arisen for a hospitality-focused, Senior Customer Success Manager to join our team. This is a full-time role that will be hybrid from Manchester.

Responsibilities

• Drive success across high-potential accounts as a trusted advisor, ensuring customers maximise the value of the SafetyCulture platform and achieve their business goals.
• Act as a strategic partner to a curated portfolio of customers; understand objectives, challenges, and industry-specific needs to drive success.
• Own customer retention, ensuring renewals and reducing churn risk through proactive engagement.
• Identify growth opportunities within existing accounts and collaborate with Sales to drive expansion.
• Leverage deep industry knowledge to provide tailored insights, recommendations, and best practices.
• Advocate for customers internally, influencing product development based on industry trends and customer feedback.
• Contribute to the development of industry-specific playbooks, collateral, and case studies.

Qualifications

• 10+ years of total work experience with at least 5+ years in a customer-facing role, ideally with Enterprise customers or within an Enterprise-level organisation.
• Deep industry experience in the hospitality industry.
• Strong ability to build executive relationships and drive business value for Enterprise customers.
• Background in leveraging data through a variety of tools to inform and execute customer-facing and internal strategies.
• Persuasion and presentation skills, with the ability to communicate up and down an organisation.
• Ability to actively listen, understand customer pain points and take action.
• Thrives in a fast-paced, dynamic environment.

What You’ll Receive

• Equity with high growth potential, and a competitive salary.
• Flexible working arrangements; work from home and local SafetyCulture office.
• Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns.
• Community involvement, open source work, talks and events, and experimentation with new technologies.

Other Perks

• In-house Culinary Crew serving daily breakfast, lunch and snacks.
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy.
• Quarterly celebrations and team events, including the annual Shiplt! global offsite.
• Table tennis, board games, gym sessions, book club, and pet-friendly offices.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. SafetyCulture has been recognised as a Best Place to Work in Australia, the US and the UK.

Even if you don’t meet every requirement listed, please consider applying. We prioritise inclusion and value potential over a checklist of qualifications. Don’t rule yourself out—hit the apply button if this resonates with you.

You can find out more about life at SafetyCulture via YouTube, X (formerly Twitter), Instagram and LinkedIn.

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.