Global Customer Success Manager Lead

1 dia atrás

Coimbra, Coimbra, Portugal Phiture Tempo inteiro

**About Canonical:**

We are 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.

Company Overview:

We are 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.

We have 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.

Job Description:

We are hiring a Customer Success Regional Team Manager.

To support our growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions.

Our Customer Success operations are an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector.

We are looking for exceptional candidates with proven track records in Customer Success and an obvious passion for new technologies.

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.

Key Responsibilities:

  1. 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.
  2. Regularly reviewing key performance indicators and metrics is your baseline.
  3. You develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells where appropriate, and ultimately increase customer success.
  4. Customer interactions and support to your team: resolving escalated customer issues requiring expertise or intervention.
  5. Team management: guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals.
  6. Cross-functional collaboration: collaborating with other departments, such as Sales, Marketing, Product development, and Support, is essential.
  7. 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.

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, 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.

About Us:

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.

What We Offer:

  • A competitive salary estimated at $120,000 per year, depending on location and experience.
  • A performance-driven annual bonus.
  • 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.

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