Customer Onboarding Manager at Safety Culture

Customer Success, Full-time Permanent, Sydney sydney support full-time
Posted a month ago

SafetyCulture is a customer and product-lead SAAS company, we started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester and Manila. Our mission is to help solve the challenges faced in an increasingly distributed workforce, our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"

Our values are what we live by and how we behave internally. They define who we are, and are the driving force behind our actions, decisions and behaviours. They are the pillars that support our customers and our people to do their best work everyday, you can find out more via this link -

As we continue to grow, an opportunity has arisen for a Customer Onboarding Manager to join our Customer Success team.

As a Customer Onboarding Manager, you are the most important touchpoint for our newest customers who are about to start their SafetyCulture journey to drive safety, quality and operational outcomes. Your customer centric and hands on approach will see you take our customers from beginners to champions. Partnering closely with your customers, you will drive a world class onboarding experience through utilising SafetyCulture's onboarding strategy. 

You will work closely with the Sales and Customer Success teams with a shared purpose to place safety and quality in the hands of every worker and ultimately improve operations each day. By collaborating closely with a world class customer success team and harnessing the power of "best in market" customer success software, you will be in the driver's seat delivering value for local and global organisations alike. 

As our teams continue to scale globally we are looking for an ambitious Customer Onboarding Specialist with a passion to set others up for success. You will support key projects as we continue to build out a world class customer onboarding process and experience globally.

About you

  • Strong relationship and stakeholder management skills.
  • Relevant Onboarding and Training Experience Highly Desirable.
  • B2B SaaS experience desirable but not essential.
  • Ability to actively listen, understand customer pain points and take action.
  • Ability to prioritise proactive reach out to customers and leverage playbooks and processes to drive success.
  • A strong love for teaching, coaching and delivering change through technology in a target driven environment.
  • Experience gained in a role with a focus on customer satisfaction and retention.
  • A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption.
  • Persuasion and presentation skills, with the ability to communicate up and down an organisation underpinned by outstanding verbal and written communication skills.
  • Experience using Salesforce or similar CRM
  • How you will spend your time

  • Partnering with both the customer and our sales teams to drive the completion of mutually successful customer outcomes.
  • Delivering world class service to manage the end-to-end user experience through the customer onboarding journey. 
  • Coordinating impactful activities that produce a positive and integrated customer experience that promotes adoption and the achievement of optimal customers outcomes.
  • Working with customers on a one to many basis, teaching them how to get the most of our solutions ensuring the best possible return on investment.
  • Gain and utilise customer intelligence to drive best practices in solution design and deployment to help customers maximise the value of our software solutions.
  • Supporting key customer success and broader Go-To-Market initiatives
  • We care about people

  • 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 chef team serving up daily breakfast, lunch and unlimited snacks catering to all dietary requirements
  • Coffee machine and beer and wine on tap, pool table, board games, books library, and pet-friendly office
  • Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
  • Quarterly celebrations and team events, including the annual ShipIt global offsite
  • 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. 
    You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.
    More than 28,000 organisations use our flagship products, iAuditor and EdApp, to perform checks, train staff, report issues, automate tasks and communicate fluidly. SafetyCulture powers over 600 million checks per year, approximately 50,000 lessons per day and millions of corrective actions, giving leaders visibility and workers a voice in driving safety, quality and efficiency improvements.

    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.