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Customer Success Regional Team Manager

Canonical
Posted January 31, 2025

Full Time

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.

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

  • 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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