Customer Success Regional Team Manager

6 days ago

Moncton, New Brunswick, Canada Canonical - Jobs Full time

**Customer Success Regional Team Manager**

We are seeking a seasoned Customer Success professional to lead our regional team, driving customer engagement, retention, and growth in a fast-paced, globally distributed environment.

**About the Role**

As a Customer Success Regional Team Manager, you will be responsible for:

  • Strategic planning and analysis: developing communication plans, setting key performance indicators, and driving customer engagement and retention.
  • Customer interactions and support: resolving escalated customer issues and working closely with team members to ensure timely resolution.
  • Team management: guiding and supporting team members, helping them navigate complex customer situations, and achieving individual and team goals.
  • Cross-functional collaboration: working with Sales, Marketing, Product development, and Support teams to ensure alignment on customer needs and feedback.
  • Documentation and reporting: ensuring changes are well-documented and instilling quality and attention to detail in all work.

**Requirements**

  • Excellent academic results and a Bachelor's 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 and a commitment to continuous learning and improvement.
  • Creative problem-solving and cross-team collaboration, with experience growing and developing a CSM team.
  • Hands-on approach to using data to drive team activities and continuous improvement.

**Nice-to-Have Skills**

  • Proficiency in multiple languages, including Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English language skills.

**What We Offer**

  • Distributed work environment with twice-yearly team sprints in person.
  • 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.

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.

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