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Customer Success Regional Team Manager

Canonical
Remote
Full Time
Posted January 31, 2025
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Job Description

The Customer Success Regional Team Manager at Canonical will lead a team of Customer Success Managers, focusing on enhancing customer engagement, improving retention rates, and driving upsells while providing mentorship and support to team members in a globally remote environment.

Key Responsibilities

  • Mentor and coach Customer Success Managers in post-sales account management.
  • Analyze regional performance metrics and identify trends for improvement.
  • Develop strategies to enhance customer engagement and retention rates.
  • Resolve escalated customer issues requiring expertise or intervention.
  • Conduct regular performance reviews and set goals for team members.
  • Collaborate with other departments to align on customer needs and feedback.
  • Document changes and ensure quality and attention to detail in processes.

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, with 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 Customer Success Management (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.

Benefits & Perks

Compensation/salary range
Performance-driven annual bonus
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 and travel upgrades for long haul company events
Distributed work environment with twice-yearly team sprints in person

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