Customer Success - Team Manager

The role

You will lead and drive Customer Success teams regionally to sustain revenue retention and growth. You will provide mentoring, coaching, and performance management while analyzing regional performance metrics to implement process changes.

What you will do

• Prepare communication plans, team meetings, and management forum messages
• Review key performance indicators and metrics
• Develop strategies to enhance customer engagement and improve retention rates
• Drive up-sells and cross-sells
• Resolve escalated customer issues
• Guide and support team members through complex customer situations
• Conduct regular performance reviews
• Collaborate with Sales, Marketing, Product development, and Support departments
• Document changes and build content with the team

Required qualifications

• Excellent academic results at school and university
• Bachelor’s or equivalent degree in Business, Communication or STEM subject
• Knowledge and passion for Customer Success, revenue management and technology
• Experience in SaaS or software industries
• Track record of bringing exceptional Customer Success experience results
• Experience growing and developing a CSM team
• Hands-on approach to using data to drive team activities and continuous improvement
• Willingness to travel up to 4 times a year for internal events

Nice to have

• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, or French

Benefits

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass for travel

About the company

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. The company is a pioneer of global distributed collaboration with 1000+ colleagues in 70+ countries.