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Customer Success Regional Team Leader
hace 2 semanas
Canonical is a pioneering tech firm at the forefront of the global move to open source. We are changing the world of software by publishing Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud.
Job Overview
We are expanding our Customer Success team globally and recruiting leaders to help our team of Customer Success Managers across regions. This role entails strategic planning, customer interactions, team management, cross-functional collaboration, and documentation. If you have a track record of bringing exceptional Customer Success experience results, we want to hear from you.
About the Role
This is a globally remote position with twice-yearly team sprints in person. As a Customer Success Regional Team Manager, your key responsibility is to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives. You will work hand-in-hand with the Head of Customer Success and collaborate with other departments to drive customer success.
Your Key Responsibilities
- Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums.
- Regularly reviewing key performance indicators and metrics is your baseline.
- Developing strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells where appropriate, and ultimately increase customer success.
Requirements
- Excellent academic results at school and university.
- Bachelor's or equivalent degree in Business, Communication, or STEM.
- 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.
- Commitment to continuous learning and improvement - curious, flexible, scientific.
- Creative problem-solving and cross-team collaboration.
- Experience growing and developing a CSM team.
- Hands-on approach to using data to drive team activities and continuous improvement.
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 from your team and others.
