Customer Success - Team Manager

Job Summary

The role entails strategic planning and analysis, customer interactions and support, team management, cross-functional collaboration, and documentation and reporting.

Key Responsibilities

• Strategic planning and analysis: prepare communication plans, team meetings, and other messages, review key performance indicators and metrics, develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells, and increase customer success.
• Customer interactions and support: resolve escalated customer issues requiring expertise or intervention, ensuring timely resolution.
• Team management: guide and support team members, help them navigate complex customer situations, improve their skills, and achieve their goals. Conduct regular performance reviews and identify areas for improvement/development.
• Cross-functional collaboration: collaborate with other departments such as Sales, Marketing, Product Development, and Support to ensure alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. Establish trustworthy channels of communication.
• Documentation and reporting: build content with your team and manager, document changes, and ensure quality and attention to detail in all work.

Qualifications

• Excellent academic results at school and university
• Bachelor’s or equivalent degree in Business, Communication, or STEM subject
• 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

Desired Skills

• Proficiency (written and spoken) in Japanese, Korean, Spanish, Portuguese, or French (nice to have)

Company Culture

We offer a distributed work environment with twice-yearly team sprints in person, a personal learning and development budget, an annual compensation review, recognition rewards, annual holiday leave, maternity and paternity leave, an Employee Assistance Programme, and the opportunity to travel to new locations to meet colleagues from your team and others. We also provide Priority Pass for travel.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud. 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.

Equal Opportunity Employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.