Customer Success Team Manager

Responsibilities

• Lead and mentor Customer Success Managers to achieve regional goals
• Develop strategies to enhance customer engagement and improve retention rates
• Analyze regional performance metrics and KPIs to drive efficiency
• Resolve escalated customer issues requiring expert intervention
• Collaborate cross-functionally with Sales, Marketing, Product, and Support teams
• Document processes and create communication plans for management forums

Requirements

• Bachelor’s degree in Business, Communication, or a STEM subject
• Proven track record in Customer Success management and team development
• Experience in SaaS or software industries
• Strong analytical skills and data-driven approach to decision making
• Ability to work in a distributed, remote environment
• Willingness to travel up to 4 times a year for team meetings

Preferred Qualifications

• Proficiency in Japanese, Korean, Spanish, Portuguese, or French
• Experience managing diverse customer bases across different cultures

Benefits

• Distributed work environment with twice-yearly in-person team sprints
• Personal learning and development budget of USD 2,000 per year
• Annual compensation and performance reviews
• Performance-driven annual bonus
• Maternity and paternity leave
• Employee Assistance Programme
• Priority Pass for travel

About the Company

Canonical is the company behind Ubuntu, a leading open source platform used globally for cloud, AI, IoT, and engineering innovation. We are a pioneer of global distributed collaboration, with over 1,000 colleagues across 70+ countries.