Head of Customer Success

About SafetyIQ                                   

At SafetyIQ, we're passionate about building technology that keeps people safe. Every day, workers across high-risk industries — mining, construction, energy, manufacturing, and beyond — face hazards that can change lives in an instant. Our mission is to empower organizations to create safer working environments through intelligent, data-driven software solutions that proactively manage risk, prevent incidents before they happen, and continuously improve safety performance.

Our platform is trusted by organizations around the world to protect their most valuable asset: their people. As we continue to scale globally, the experience our customers have after they sign is just as critical as the product itself. That's where you come in.

We're seeking an experienced and driven Head of Customer Success to lead our post-sale customer organization and ensure every customer achieves measurable business and safety outcomes with SafetyIQ.

About the Role

As Head of Customer Success, you will own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion. You will lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.

This is a hands-on leadership role. You'll be equally comfortable coaching a CSM through a difficult renewal conversation, redesigning our onboarding methodology, presenting churn analysis to the executive team, and jumping on a call with a strategic customer's leadership. You'll partner closely with Sales, Product, and Engineering to ensure the voice of the customer shapes everything we build.

The ideal candidate is a builder: someone energized by creating scalable processes from the ground up, developing talent across time zones, and establishing Customer Success as a growth engine — not just a support function.

Key Responsibilities

Leadership & Team Development

• 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.

Onboarding & Implementation

• 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.

Support Operations & Service Excellence

• 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.

Retention, Renewals & Expansion

• 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.

Voice of the Customer

• 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.

Operations, Reporting & Systems

• 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.

What We're Looking For

Required

• 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.

Preferred

• 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.

How Success Is Measured

Your performance will be evaluated against clear, outcome-oriented measures, including:

• Retention & Renewals — Customer retention rate and on-time renewal performance
• Revenue Metrics — Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Customer Sentiment — NPS and CSAT scores and trends
• Adoption — Product usage, feature adoption, and engagement across the customer base
• Implementation Success — Time-to-value, on-time go-lives, and implementation satisfaction
• Support Performance — SLA attainment, response and resolution times
• Growth — Expansion revenue generated from the existing customer base
• Team Health — Team development, engagement, and retention of top talent

Why Join SafetyIQ

• Mission that matters — Your work directly contributes to keeping workers safe and helping them get home to their families every day.
• 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.