Head of Customer Success

About SafetyIQ

SafetyIQ builds software that helps organizations protect people in demanding, high-risk environments. Its platform serves industries such as mining, construction, energy, manufacturing, and related sectors by helping teams manage risk, prevent incidents, and improve safety outcomes through data-led decisions.

As the company grows internationally, the post-sale customer experience is a major part of its success. This role is designed for a leader who can turn customer outcomes into long-term loyalty and measurable value.

Role Overview

The Head of Customer Success will direct the full customer lifecycle after a deal closes, covering implementation, onboarding, adoption, ongoing support, renewal, and expansion. The role includes leading and scaling a distributed Customer Success organization across the United States and Australia, while creating the processes, tools, and operating model needed to support growth.

This is a very hands-on leadership position. The right person will be comfortable coaching team members on difficult renewals, improving onboarding systems, reviewing churn performance with senior leaders, and working directly with strategic customer stakeholders. Close collaboration with Sales, Product, and Engineering is essential so that customer feedback influences product direction and service delivery.

SafetyIQ is looking for a builder: someone who enjoys creating repeatable systems, developing talent across locations and time zones, and helping Customer Success become a true driver of revenue and retention.

Leadership and Team Development

• Direct, coach, and expand a global Customer Success organization that includes Customer Success Managers, Implementation Specialists, and Support team members across the US and Australia.
• Design the team structure, role definitions, and career progression framework as the function grows, while also hiring and onboarding new people.
• Foster a high-performing, customer-focused culture with clear objectives, accountability, and ongoing coaching.
• Plan team capacity, ownership models, and coverage across different time zones.

Onboarding and Implementation

• Own the full implementation and onboarding approach and keep improving it so customers achieve value quickly and consistently.
• Create standardized project plans, milestones, and success measures for implementations of different sizes and levels of complexity.
• Shorten time-to-value and go-live timelines without compromising the quality of implementation or customer satisfaction.

Support Operations and Service Quality

• Lead support operations and make sure service-level commitments are consistently achieved or exceeded across regions.
• Set up better tools, workflows, and knowledge resources that improve first response and issue resolution speed.
• Build escalation paths that handle urgent issues quickly and keep customers informed with clarity and transparency.

Retention, Renewals, and Growth

• Own gross and net revenue retention goals and establish renewal processes that start well ahead of contract expiry.
• Spot churn risk early using health scoring and engagement signals, then run structured recovery actions where needed.
• Work with Sales to uncover and close expansion opportunities such as additional modules, seats, sites, and use cases within the existing customer base.

Customer Voice and Advocacy

• Act as the internal advocate for customers by turning feedback, feature requests, and usage insights into clear recommendations for Product and Engineering.
• Set up consistent feedback channels such as QBRs, EBRs, customer advisory boards, NPS and CSAT programs, and churn or win-loss reviews.
• Build programs that encourage advocacy, including references, case studies, testimonials, and referrals.

Operations, Reporting, and Systems

• Create and maintain customer health scores, lifecycle stages, and early-warning indicators.
• Track and report the KPIs that matter most, including GRR, NRR, adoption, NPS/CSAT, SLA performance, and implementation speed, using dashboards for leadership and board reporting.
• Own the Customer Success technology stack, including tools such as HubSpot, Zendesk, and Jira, while improving automation and data quality.

What We Are Looking For

Required experience

• At least 5 years of experience in Customer Success, Professional Services, Account Management, or Support in a B2B SaaS environment.
• At least 3 years of experience leading and developing customer-facing teams, preferably across several regions or time zones.
• Strong understanding of SaaS metrics such as churn, GRR, NRR, adoption, engagement, and customer health scoring, with a record of improving those outcomes.
• Proven ownership of renewals and measurable results in retention and expansion.
• Excellent communication and stakeholder management abilities, with confidence engaging everyone from end users to senior executives.
• A strong operational mindset, including process design, playbook creation, and data-driven decision-making.
• A self-directed approach and comfort working in a fast-moving, scaling environment.

Preferred background

• Experience in safety, EHS, industrial, construction, mining, manufacturing, or energy industries.
• Practical experience with HubSpot, Zendesk, Jira, or similar CRM, support, and project management systems.
• Experience managing distributed teams, especially across US and APAC time zones.
• Background in implementation or professional services for complex B2B software.

How Success Will Be Measured

• Retention and renewals, including customer retention rate and on-time renewals.
• Revenue outcomes such as GRR and NRR.
• Customer sentiment, measured by NPS and CSAT trends.
• Adoption, including product usage, feature uptake, and overall engagement.
• Implementation results, including time-to-value, on-time go-lives, and implementation satisfaction.
• Support performance, including SLA attainment and response and resolution times.
• Growth from expansion revenue within the existing customer base.
• Team health, including development, engagement, and retention of top performers.

Why Join SafetyIQ

• Work on a mission that directly supports worker safety and helps people return home to their families.
• Enjoy a fully remote and flexible setup that lets you shape your schedule around your life.
• Receive competitive pay with performance-based incentives tied to business outcomes.
• Help build a critical function from the ground up with substantial ownership and executive exposure.
• Collaborate with customers and teammates across the US, Australia, and other regions.
• Join a growing company where strong performance creates opportunities to advance.