Customer Success Regional Team Manager

4 weeks ago

TroisRivières Quebec, Francheville, Canada Canonical Full time

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.

We are hiring a Customer Success Regional Team Manager.

To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. As such, we are looking for exceptional candidates with proven track records in Customer Success and an obvious passion for new technologies. Ideally, you have been a Customer Success Manager at one point in your career and naturally evolved to a leading position.

You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hard-working, and determined to grow your skills and teams. As a lead, you are to provide mentoring, coaching in post-sales account management and feedback to team members. You play a crucial role in proactively identifying areas of improvement and implementing process change, driving high-performing teams. You are comfortable dealing with ambiguity and quickly adapt to changes. You seek collaboration with other teams to enhance the overall customer experience. 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.

CSMs engage a diverse customer base and follow diverse CSM motions to provide the appropriate level of focus for every customer. The right candidate would adapt to this diversity and bring broad experience to the team.

Location: This is a globally remote role.

The role entails:

  • Strategic planning and analysis: preparing communication plans, Team Meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly reviewing key performance indicators and metrics is your baseline. You develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells where appropriate, and ultimately increase customer success.
  • Customer interactions and support to your team: you resolve escalated customer issues requiring expertise or intervention. You work closely with your team members to ensure timely resolution.
  • Team management: you are passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You are ready for regular performance reviews with team members. While your help in identifying areas for improvement is key, you are asked to celebrate excellence, recognise your team's achievements, and set goals for individual growth within the team.
  • Cross-functional collaboration: collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You establish trustworthy channels of communication across the board.
  • Documentation and reporting: you are allowed to be creative While building content with your team and your manager, you also ensure the changes are well documented, instilling quality and attention to detail in all you do.
What we are looking for in you:
  • 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
  • Willingness to travel up to 4 times a year for internal events
Nice-to-have skills:
  • We at the Customer Success team strongly appreciate various languages Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us
What we offer you: We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
  • Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004
  • 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
  • Priority Pass for travel and travel upgrades for long haul company events
About Canonical: Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer: We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. #J-18808-Ljbffr

  • Enterprise Customer Success Manager Americas

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of an Enterprise Customer Success Manager at CanonicalCustomer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their...

  • Graduate Customer Success Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of a Customer Success Manager at CanonicalCustomer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers...

  • Manager Customer Service

    2 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada National Bank Full time

    As a Customer service manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your...

  • Manager, Ubuntu Enablement Project Management

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of a Manager, Ubuntu Enablement Project Management at Canonical.Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our...

  • Project Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of a Project Manager - Ubuntu Embedded Systems at CanonicalAs a Project Manager for Canonical's Devices business, this role is responsible for the coordination and completion of large complex customer-facing projects, overseeing all aspects of project delivery and acting as the primary delivery liaison between Canonical's engineering teams...

  • customer service assiciate

    2 days ago

    Trois-Rivières, Quebec, Francheville, Canada RONA Full time

    customer service assiciate Language English Français (CA) Apply Now By joining the RONA family, you’ll enjoy many benefits, such as: An inclusive and safe working environment Promotion of work-life balance Exclusive employee discounts Benefits: insurance (certain conditions apply), annual salary review, etc. Opportunities for...

  • Senior Administrative Assistant

    1 month ago

    Trois-Rivières, Quebec, Francheville, Canada IG Wealth Management Full time

    Division: IG Sales & DistributionLocation: Trois-Rivières, QCIGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians...

  • Enterprise Project Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of an Enterprise Project Manager at Canonical.Canonical's mission is to streamline and accelerate the adoption of open source across the entire global enterprise technology market. Our customers embrace the Canonical approach to open source for complex projects on bare metal, on the cloud, and at the edge.Canonical Project Managers are...

  • Enterprise Open Source Sales Director

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon...

  • Engineering Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    We want to transform the world of software operations by enabling true model-driven operations via next-generation infrastructure-as-code. This will allow companies to run very efficient bare-metal operations for high-performance computing, private cloud, data lakes, AI/ML, and analytics. We need to invent some new technology, and we need to build some new...

  • Senior Software Engineer

    3 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    This is an exciting opportunity for a software engineer passionate about open source software, Linux, Python, and web services at scale. We are building the next generation management solution for Ubuntu in the enterprise - on premise and on the public cloud - to enable large estate observability, telemetry, security, compliance and operations. Build a...

  • Divisional Sales Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Staples Canada Full time

    Job DescriptionWho we areAs the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions.If that’s...

  • Team Lead, Business Development

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Mitsubishi HC Capital Canada Full time

    About: As part of the Digital Center team, you will manage a team of business development representatives and prospect the company's existing customer base for repeat business and other lead generation sources provided by the company for new customers seeking equipment financing, working capital and insurance. Responsibilities: Review and monitor team...

  • Co-Manager (GARAGE - Trois-Rivières)

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Dynamite Clothing Full time

    We are a global fashion digital retailer with the Garage and Dynamite brands at the heart of our success. With over 300 stores in Canada and the U.S., and more than 4,000 people, we have been making our mark on fashion retail since 1975. Our core strengths are rooted in our team, our innovation, and our customers. We are proud to hire and retain aspirational...

  • Directeur commercial, Foresterie

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Brandt Group of Companies Full time

    Brandt est actuellement à la recherche d’un Directeur des ventes, Foresterie pour le Québec et les régions de l’Atlantique. Le titulaire du poste est responsable d’augmenter la part de marché en termes de ventes d’équipement forestier tout en offrant une orientation relative à l’évaluation de l’équipement usagé retourné en...

  • Global Alliances Revenue Operations Manager

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    Canonical has opened a management position for an exceptional Revenue Operations leader to grow our global alliances and channel partner sales. Our Revenue Operations teams analyse and drive interventions to maximise net customer retention, and lead robust, repeatable processes to plan, manage and deliver revenue.As a Revenue Operations Manager you will...

  • Team Lead

    1 month ago

    Trois-Rivières, Quebec, Francheville, Canada Mitsubishi HC Capital Canada Full time

    Mitsubishi HC Capital Canada and its parent company, Mitsubishi HC Capital America, form the largest non-captive, nonbank commercial finance company in North America constantly growing and transforming to contribute to a prosperous and sustainable future, creating social value through optimizing the potential of assets. Joining Mitsubishi HC Capital Canada...

  • Silicon Alliances Ecosystem Development Manager

    3 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    The role of a Silicon Alliances Ecosystem Development Manager at Canonical.Ubuntu is the fastest growing enterprise Linux, the leading platform for public cloud computing, and the engineer's favorite way to drive the future.Our goal is to help the enterprise embrace open source from end to end, across every class of compute and every class of...

  • Head of OEM Alliances

    4 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Canonical Full time

    Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon...

  • Freight Team Associate

    2 weeks ago

    Trois-Rivières, Quebec, Francheville, Canada Home Depot of Canada Inc. Part time

    Freight Team Associates are responsible for stocking products/merchandise and organizing the sales floor to create a pleasant and safe shopping environment.Major Tasks and Responsibilities: Verifying inventory, reading reports utilizing computer terminals and Home Depot portable phones Stocking merchandise onto shelves to achieve 100% in stock Maintaining...