Sales Support Associate

Why join us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

Role Purpose

This role exists to maximise renewed revenue across the Digital segment. It delivers a world-class renewal experience for customers, reduces renewal friction in the Go-to-Market (GTM) selling motion, and ensures alignment toward Gross Dollar Retention (GDR) goals.

Account Associates maintain a consistent renewal framework for global GTM teams — diagnosing inefficiencies and optimising processes. Once established, the focus extends from retention to growth: surfacing expansion opportunity by leveraging product and commercial growth levers across the base.

How this role works

This is a sales support role established to restore selling capacity to Account Executives and developing optimised renewal processes for our customers. The regional Expansion Account Executives carry the renewal and expansion number; this role owns the processes behind it — preparing groundwork ahead of each renewal conversation, assuming the administrative workload and progressively automating that process to continuously refine workflows.

Key Responsibilities

• Own the end-to-end renewal cycle for an assigned book of Digital accounts — quotes, contract changes, approvals and documentation prepared in line with cadenced timelines

• Act as the single point of renewal support for Expansion Account Executives in your region — turn account history, usage and health data into a pre-call brief, then carry follow-up and paperwork to signature.

• Prevent and resolve failed automatic renewals, billing breakdowns and account blockers — diagnose the root cause, fix the process failure, and route genuine churn intent to the Account Executive.

• Maintain accurate and timely forecasting renewal data — status, risk flags, exceptions and expansion signals across suite of tools (Salesforce, Gong, Gainsight)

• Restore Account Executive selling capacity — diagnose and automate inefficient processes and convert repeatable work into templates and playbooks.

• As foundations hold, surface and nurture expansion indicators across regional book — leverage new products, features and commercial options into growth opportunity at renewal for Account Executives

  What This Role Is Not

• Does not carry the renewal or expansion revenue target — the Expansion Account Executive owns the number; this role enables it

• Does not build the automation — Revenue Operations and Systems will build where diagnosis and requirements require

• Is not a Customer Success Manager role or a support queue — it does not own the ongoing customer relationship or health, and blockers are cleared or routed, not absorbed.

Required Skills & Experience

Technical Skills

• Delivers renewals, sales support or account operations at high volume in a Software as a Service (SaaS) business, holding accuracy and cycle time across a large book.

• Improves a process rather than following one — documents how work happens today and specifies a better version clearly enough for a systems team to build, with a measured baseline.

• Works confidently in Salesforce, Gainsight or equivalent Customer Relationship Management (CRM) tooling, and reads the signals in it — billing failures, usage drop-off, contract mismatches, expansion triggers — as a recommendation with an owner and an outcome.

• Strong command of written and spoken English, with confidence in customer-facing communication, live renewal discussions and internal process documentation without heavy review

Behavioural Skills

• Improves the system, not the ticket — uncomfortable doing the same manual task twice.

• Makes others successful — measures performance by impact to Account Executives and broader Go-to-Market teams.

• Works autonomously — runs book of renewals and a backlog of improvements without close management, collaborates cross-functionally and stays composed when a renewal is at risk.

AI Skills (required for every role)

• Uses AI to remove manual preparation and outreach effort — account history, usage and contract detail into pre-call briefs, personalised outreach drafted at volume without losing a human tone, at-risk and expansion accounts spotted across the book.

• Treats their own manual work as the next automation target — identifies what AI could take over and can articulate the time it saves.

Success Looks Like

• A measured baseline for renewal effort exists — manual touches, cycle time and exceptions measured, not estimated — and effort per renewal is down against it.

• Retention on regional assigned Digital book meets Gross Dollar Retention (GDR) goal

• Account Executives enter renewals fully prepared with selling capacity measurably recovered

• Process and billing leaks diagnosed, shipped with Revenue Operations and workarounds retired

• From month six, strategic commercial focus shapes renewals as standard, producing a steady flow of qualified expansion opportunities.

Key Stakeholders

• Regional Expansion Account Executive teams (primary internal customer)

• Manager, Renewal Systems

• Revenue Operations and Systems teams

• Manila-based Customer Success Associates and Customer Success Managers

• Product Marketing — new product and feature messaging used at renewal

• Deal Desk and Billing

• Director of Scaled Success (Manila)

What You Need to Know

• Office/in-person: Based in Manila, three days per week in the office as a firm requirement.

• Shift work: You must be comfortable with working hours aligned to your region — APAC, EMEA or AMER — one role per regional shift, outside standard Manila hours as a firm requirement

• Travel: Not typically required

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 Mitti 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 qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

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To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.

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