Customer Success Regional Manager

Summary

Join Canonical's growing Customer Success team as a Regional Team Manager! This globally remote role focuses on leading and mentoring a team of Customer Success Managers, driving regional performance, and fostering collaboration across departments. You will be responsible for strategic planning, customer support, team management, cross-functional collaboration, and documentation. Ideal candidates possess proven success in Customer Success, strong leadership skills, and a passion for technology. Canonical offers competitive compensation, a performance-driven bonus, and various benefits, including a personal learning and development budget, annual compensation review, and opportunities for travel.

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

Responsibilities

• Prepare communication plans, Team Meetings, and other messages shared in broader management forums
• Regularly review key performance indicators and metrics
• Develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells, and increase customer success
• Resolve escalated customer issues requiring expertise or intervention
• Work closely with team members to ensure timely resolution of customer issues
• Guide and support team members, helping them navigate complex customer situations, improve their skills, and achieve their goals
• Conduct regular performance reviews with team members
• Identify areas for improvement and celebrate team achievements
• Set goals for individual growth within the team
• Collaborate with other departments (Sales, Marketing, Product development, Support)
• Establish trustworthy channels of communication across departments
• Build content with your team and manager, ensuring changes are well documented
• Analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives

Preferred Qualifications

Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English

Benefits

• 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