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Customer Success - Team Manager

2 months, 4 weeks ago
Asia, Oceania
Full-time
Lead
Customer Success Manager
Customer and Technical Support
IoT Ubuntu
Apply Now
Canonical

Canonical

Canonical provides secure and reliable open source solutions, specializing in commercial support for Ubuntu. They are the company behind the popular Linux OS, Ubuntu, and lead a global community of 200,000 contributors.

Internet Software & Services
251-1K
Founded 2004
$10M raised
View All Jobs 12

Description

  • Lead and mentor regional Customer Success team members through coaching, feedback, and performance management.
  • Develop customer engagement strategies to improve retention, drive up-sell and cross-sell opportunities, and support customer success outcomes.
  • Review regional performance metrics and KPIs to identify trends, opportunities, and areas for improvement.
  • Resolve escalated customer issues that require expertise or intervention to ensure timely outcomes.
  • Collaborate closely with Sales, Marketing, Product development, Support, and the Global Head of Customer Success to align on customer needs and business goals.
  • Prepare communication plans, team meetings, and management updates for broader leadership forums.
  • Implement process changes and documentation improvements to increase efficiency and quality.
  • Support team members in navigating complex customer situations and achieving individual development goals.

Requirements

  • Bachelor’s or equivalent degree in Business, Communication, or a STEM subject.
  • Excellent academic results at school and university.
  • Knowledge and passion for Customer Success, revenue management, and technology.
  • Experience in SaaS or software industries.
  • Proven track record of delivering strong Customer Success results.
  • Experience growing and developing a Customer Success Manager team.
  • Hands-on approach to using data to drive team activities and continuous improvement.
  • Creative problem-solving and cross-team collaboration skills.
  • Commitment to continuous learning and improvement; curious, flexible, and scientific mindset.
  • Willingness to travel up to 4 times per year for internal events.
  • Proficiency in English; additional written and spoken language skills in Japanese, Korean, Spanish, Portuguese, or French are valued.

Benefits

  • Remote distributed work environment with twice-yearly in-person team sprints.
  • Annual compensation review based on geography, experience, and performance.
  • Performance-driven annual bonus.
  • Personal learning and development budget of USD 2,000 per year.
  • Annual holiday leave.
  • Maternity and paternity leave.
  • Employee Assistance Programme.
  • Priority Pass for travel and opportunity to visit new locations for team meetups.

Interested in this position?

Apply directly on the company website

Apply Now

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