[Hiring] Head of Customer Success @SafetyIQ - Predictability at work.

Role Description

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
• 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.

Qualifications

• 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.

Requirements

• 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

• 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.