Customer Success Lead

At Buddywise, our mission is to create safer workplaces using technology. We are an innovative AI company driven by a clear "Zero Injury Vision", ensuring that every employee returns home safely.

The Buddywise platform uses computer vision to automate the detection of workplace safety risks and enables users to become data-driven in their safety management. Our customers are some of the world's top tier industrial companies, that are committed to all of their employees returning home safely.

What You'll Do

As our Customer Success Lead, you will own the end-to-end customer experience - from pre-sales and onboarding to upselling and expansions - combining hands-on execution with strategic thinking. You will work closely with Product, Engineering and Sales teams while directly engaging with enterprise customers across multiple geographies.

You will:

• Develop and implement strategies to drive early value, adoption, engagement, retention, upsell and expansion across enterprise accounts.
• Ensure seamless multi-site deployments and onboarding by driving operational excellence and coordination across internal teams, customers, and partners.
• Build strong relationships with stakeholders at all levels, from site managers to senior EHS leaders, understanding their priorities and influencing adoption and growth.
• Design scalable processes, workflows, and playbooks for onboarding, adoption, and ongoing customer success. Leverage tools, dashboards, and automation to support scale and efficiency.
• Define key metrics to measure customer health, engagement, and expansion, and use them to proactively identify risks and opportunities.
• Influence our product roadmap and customer success outcomes by clearly identifying customer needs, distinguishing what customers ask for versus what truly drives value and growth.
• Lead, coach, and inspire the CS team, fostering a high-performing culture while collaborating closely with Product, Engineering and Sales.

What We're Looking For
Functional Strengths

• Proven ability to drive retention, adoption, and upsell in enterprise SaaS environments
• Experience scaling CS processes, workflows, playbooks, and tools in fast-growing organizations
• Hands-on operator: comfortable running calls, troubleshooting, and working directly with customers while also driving strategic initiatives.
• Strong analytical skills and ability to use data to influence decisions and continuously improve outcomes
• Strong project management and organizational skills - able to manage complex, multi-stakeholder deployments with structure, clarity, and follow-through
• Fast, iterative, and comfortable working with imperfect data or shifting goals

Bonus Skills

• Experience in operationally-heavy domains: logistics, manufacturing, construction, etc.
• Experience with B2B/SaaS tools (CRM, analytics, dashboards etc.)
• Exposure to computer vision, AI or safety-critical applications is a plus

Your Background
You may have:

• Been a key Customer Success leader in a fast-growing enterprise SaaS organization
• Operated at a senior, lead, or manager level in a high-ownership team
• Built and scaled CS processes, playbooks, and teams from the ground up
• Experienced growing customer adoption from early pilots to full-scale enterprise rollout
• Seen a product grow from early ambiguity to scale clarity, and know how that journey feels
• Led multi-site customer deployments requiring strong project management

You likely thrive in the early and growth-stage, and...

• Have a strong sense of ownership and accountability. You don't wait to be told or clearly defined. You exemplify resourcefulness, and a bias for action.
• You're driven by curiosity about how things work, and how to make them better. While you're an expert, you're humble and open to feedback.
• Are a clear communicator, both async and in-person. You thrive in bringing clarity from ambiguity.
• You're a great collaborator, working cross-functionally, with engineers, PMs, and customers.

Our Company Culture

We are:

• Obsessed with creating amazing software for our Customers that solves real pains and realises tangible value
• Positive by Default and thrive in doing hard things and solving problems
• Biased for Action and approach what we do with a sense of urgency
• Love to work as a team and Win Together, each contributing skill, fun and care
• Can balance Thinking Holistically whilst Executing in the Details

Join us and be a part of reshaping industrial safety with Buddywise

Don't meet every single requirement?

Studies have shown that women and people of colour are less likely to apply for

jobs unless they meet every single qualification. At Buddywise, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.