About the role
Why join us? We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join. Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.” People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast. The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI. This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in. As a Project Lead, Customer Success, you will own and deliver defined Customer Success initiatives that improve efficiency, consistency, and scalability across the lifecycle. You will take scoped problems and drive them through structured design, implementation, and adoption. This role bridges operational execution and structured problem-solving, ensuring initiatives are delivered with quality, cross-functional alignment, and measurable impact. \n What will you be doing? Project Management: Design, implement, and manage Customer Success initiatives from problem definition through rollout, adoption, and iteration, including support in defining metrics, to enhance customer satisfaction and retention. Operational Scoping: Scope projects and optimize workflows identifying and creating clear documentation (playbooks, process guides and visual aids) that help achieve business outcomes. Cross-functional Collaboration: Align with CX, Marketing, Sales, Product, and Enablement to ensure CS initiatives support broader go-to-market priorities. Tool enhancements: Partner with Systems teams to enhance the CS tech stack to improve the experience of field teams and reporting to the business. Communication: Establish and maintain robust communication channels to ensure alignment across regional and global Customer Experience teams and stakeholders. What And Who We’re Looking For 3+ years of experience in Project Management, Operations, or a Strategic role within a Customer Success, Customer Service or Go-to-Market organization. Proven ability to localize and scale operational processes. Technological curiosity combined with some experience with project management, customer relationship management, or design tools. Experimentation with AI features a plus. Excellent verbal, written, and visual communication skills, with the ability to clearly articulate operational strategies and business outcomes to senior leadership. Demonstrated success in working cross-functionally and building strong, collaborative relationships with diverse teams. A highly proactive and results-driven mindset with a focus on defining and improving operational processes and performance. Work setup: Hybrid Onsite Requirement: 3 days a week for the first 6 months, transitioning to 2 days a week upon regularization. Shift: APAC Given the global scope of this role, occasional flexibility in working hours is required to facilitate collaboration with international stakeholders. \n 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. Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of