Customer Transformation Lead
SafetyCulture
Customer Service
Sydney, NSW, Australia
Posted on Nov 13, 2024
SafetyCulture is a customer and product-led SAAS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.
As we continue to grow, an exciting opportunity has arisen for a Customer Transformation Lead to join our Customer Success team.
How you will spend your time:
- Design and drive customer strategies: As our Customer Transformation Lead, you’ll be the driver behind our Customer Success organization’s vision and strategy. You’ll craft and implement a clear roadmap, utilizing data, metrics, and benchmarking to clarify “what good looks like.” Success benchmarks will be mapped, achievable paths outlined, and a compelling vision communicated across teams. You’ll package insights on strategy, transformation progress, and results for a broad range of audiences, from the Board and SLT to GTM Leaders and front-line employees.
- Leading Transformation Initiatives: You’ll oversee and prioritize high-impact projects, managing potential risks to ensure that the Customer Success team meets its objectives. You’ll also lead the program management of critical global Customer initiatives, collaborating closely with project owners and managers. Cross-functional alignment will be key; you’ll gain support across departments and navigate dependencies effectively to keep projects on track. Your strategic problem-solving and ability to manage trade-offs will ensure we achieve impactful results.
- Operating rhythm: In this role, you’ll coordinate essential processes for the Customer organization, including regional and global all-hands meetings, leadership sessions, offsites, and annual operating rhythms. Your partnership with RevOps will refine key performance indicators, empowering the success of Customer Success teams. Budget oversight and annual planning support are also part of your role, ensuring our Customer organization is working within their budgets and strategically aligned.
About you:
- Strategic Thinker: You’re someone with strong business acumen and a data-driven mindset.
- Self-Driven and Curious: Naturally curious and motivated to drive continuous improvement.
- Hands-On and Practical: You’re action-oriented with a readiness to tackle tasks head-on.
- Multi Tasker You’re comfortable balancing various initiatives in a fast-paced environment.
- Financial Acumen : You have strong financial modeling skills and experience in managing budgets.
- Clear Communicator: You’re skilled at simplifying complex strategies into presentations for diverse audiences, from Board to front-line.
- Tech-Savvy: Proficient in Excel/Sheets and PowerPoint/Slides for high-impact reporting.
- Experienced Project Manager: Background in delivering complex operational projects, ideally with a hands-on approach in cross-functional transformations.
- Customer-Centric Background: Experience in CSM or Support organizations is highly valuable; GTM experience is essential.
More than a job:
- 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
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies
Office benefits:
- In-house Culinary Crew serving up daily breakfast, lunch and snacks
- Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages
- 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
- On-site gym, table tennis, board games, books library, 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. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.
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.