Note: The job is a remote job and is open to candidates in USA. SafetyIQ is a company dedicated to building technology that enhances workplace safety across high-risk industries. They are seeking a Head of Customer Success to lead their post-sale customer organization, ensuring customers achieve measurable business and safety outcomes while scaling a global Customer Success function.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- 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.
Company Overview