Customer Success Manager

Full job description
Customer Success Manager - Risk Solutions
SCC : Sydney
SafetyCulture Care – Growth Customer Success /
Full-time Permanent /
Hybrid
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SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and 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.

SafetyCulture is among the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!

About SafetyCulture Care

SafetyCulture Care is an innovative insurance underwriting agency committed to empowering businesses to navigate risk effectively and foster resilient operations. Our mission is to partner with our valued brokers and insureds, providing not just comprehensive commercial insurance solutions, but also a leading-edge platform that enables proactive risk reduction, enhances workplace safety, and drives operational excellence. We believe in harnessing technology to give businesses the visibility and tools needed to build safer, more sustainable futures.

The Opportunity

An exciting opportunity has arisen for a dedicated Customer Success Manager to join our Risk Solutions team. This pivotal role is all about building strong partnerships with our insurance brokers and their commercial customers (our insureds), guiding them to deeply adopt and leverage our platform. Your ultimate goal will be to demonstrate how our solutions directly contribute to reducing their risk exposures, improving their safety outcomes, and building better, more resilient businesses.

As a trusted advisor, you will be instrumental in translating business objectives into practical platform strategies, ensuring our partners and insureds achieve measurable value throughout their lifecycle with SafetyCulture Care. You will be a vital link, advocating for their needs within our internal teams and educating them on best practices, new features, and the evolving capabilities of our platform. Your commitment will inspire users to champion SafetyCulture as a cornerstone of their risk management strategy.

Our Customer Success Managers are central to driving the adoption, retention, and advocacy of our platform, directly contributing to SafetyCulture Care's growth. You will work towards key metrics such as platform engagement, usage expansion, and customer retention, while consistently delivering seamless and positive experiences. Your insights will be crucial in informing continuous improvement initiatives across our services.
How you will spend your time
Portfolio Management: Proactively manage a dedicated portfolio of insurance brokers and their commercial insureds, with the objective of driving deep platform activation, engagement, and consistent usage for risk reduction.
Strategic Partnership: Collaborate closely with brokers and insureds to understand their current and future business goals, risk challenges, and operational roadblocks, translating these into actionable strategies that leverage our SafetyCulture platform.
Cross-Functional Collaboration: Work dynamically with internal stakeholders including our Underwriters, Risk Engineers, Risk Surveyors, Claims Professionals, and the broader SafetyCulture product and support teams to ensure a unified approach to customer success and feedback integration.
Broker Enablement: Support brokers in understanding and articulating the value proposition of our risk solutions platform to their clients, empowering them to offer enhanced services.
Platform Expertise: Become a subject matter expert on the SafetyCulture platform, providing expert advice, best practices, and training to both brokers and insureds to maximize their risk mitigation efforts.
Value Realisation: Demonstrate the tangible ROI of platform adoption, such as reduced incident rates, improved compliance scores, and enhanced risk profiles for underwriting consideration.
Advocacy Feedback: Serve as the voice of the customer and broker internally, providing constructive feedback to influence our product roadmap and service offerings, ensuring continuous relevance and driving adoption and retention.
Relationship Building: Cultivate strong, lasting relationships with key stakeholders across broking houses and insured businesses.
Growth Retention: Collaborate with our underwriting and broker relations teams to identify opportunities for expansion within existing accounts and ensure seamless renewals.
About you
Customer Success Acumen: Demonstrable experience working in a customer-facing role (e.g., Customer Success, Account Management, or Relationship Management), with a proven ability to drive engagement, adoption, and advocacy among customers.
Insurance/Risk Background: A solid understanding or direct experience within the Australian insurance industry, risk management, or a related field (e.g., WHS, property, casualty, workers' compensation).
Technological Aptitude: Curious about technology and product solutions, with the ability to quickly become a subject matter expert on our platform and articulate its value for risk reduction.
Data-Driven Approach: Proven ability to leverage data and insights (through CRM, dashboards, or other tools) to inform and execute strategies that encourage product adoption and demonstrate value.
Commercial Mindset: Commercially astute, able to identify opportunities that drive mutual value for both customers/brokers and the business.
Communication Influence: Strong persuasion, presentation, and active listening skills, with the ability to communicate effectively and build rapport up and down an organisation, from frontline workers to senior executives.
Adaptability: Enjoy working in a dynamic and fast-paced environment, with the ability to easily adapt to changes in roles and responsibilities.
Passion for People: Genuine passion for building lasting relationships with customers, brokers, and colleagues.
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.
In-house Culinary Crew serving up daily breakfast, lunch and snacks
Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
Quarterly celebrations and team events
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. 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.
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