Customer Success Regional Team Manager

4 weeks ago

Philadelphia, United States Canonical - Jobs Full time
Job DescriptionJob Description

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 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.

#LI-remote

  • Regional Customer Success Team Leader

    1 week ago

    Philadelphia, Pennsylvania, United States Canonical - Jobs Full time

    Job OverviewCanonical stands as a premier provider of open-source software and operating systems tailored for the global enterprise and technology sectors. Our flagship platform, Ubuntu, is extensively utilized in groundbreaking enterprise projects, including public cloud initiatives, data science, artificial intelligence, engineering advancements, and the...

  • Regional Manager of Customer Success

    3 days ago

    Philadelphia, Pennsylvania, United States Canonical - Jobs Full time

    Job OverviewCanonical stands as a premier provider of open-source software and operating systems tailored for the global enterprise and technology sectors. Our flagship platform, Ubuntu, is extensively utilized in transformative enterprise projects encompassing public cloud, data science, artificial intelligence, engineering innovation, and the Internet of...

  • Regional Manager of Customer Success

    1 week ago

    Philadelphia, Pennsylvania, United States Canonical - Jobs Full time

    Job OverviewCanonical is a prominent provider of open-source software and operating systems, catering to the global enterprise and technology sectors. Our flagship platform, Ubuntu, is extensively utilized in transformative enterprise projects, including public cloud, data science, AI, engineering innovation, and IoT. We serve a diverse clientele, including...

  • Customer Success Manager

    1 week ago

    Philadelphia, Pennsylvania, United States ROAR for Good Full time

    About ROAR for Good: ROAR for Good is a pioneering technology firm dedicated to improving workplace safety through innovative solutions. Our state-of-the-art panic alarm technology provides bi-directional protection, ensuring the safety of employees at the touch of a button. By equipping sectors such as hospitality and healthcare with wearable panic...

  • Customer Success Manager

    1 week ago

    Philadelphia, Pennsylvania, United States ROAR for Good Full time

    About the Company: Welcome to ROAR for Good, a pioneering technology firm dedicated to improving workplace safety through innovative solutions. Our state-of-the-art panic alarm technology, designed for bi-directional protection, aims to safeguard vulnerable employees at the touch of a button. By equipping sectors such as hospitality and healthcare with...

  • Customer Success Manager

    1 week ago

    Philadelphia, Pennsylvania, United States ROAR for Good Full time

    About ROAR for Good: ROAR for Good is a pioneering technology firm dedicated to improving workplace safety through innovative solutions. Our state-of-the-art panic alarm technology provides bi-directional protection, ensuring at-risk employees are safeguarded at the press of a button. By equipping sectors such as hospitality and healthcare with wearable...

  • Customer Success Manager

    1 month ago

    Philadelphia, United States Clarivate Analytics US LLC Full time

    Clarivate is seeking a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this role, you will be involved in ensuring Clarivate services deliver on what is promised, ensuring that customers fully utilize the services and achieve Return on Investment, as `well providing optimal customer experience. You will have a...

  • Manager - Customer Success

    3 months ago

    Philadelphia, United States The Ladders Full time

    About ROAR: ROAR is a purpose-driven technology company committed to fostering safer workplaces through innovative solutions. Our patented panic alarm technology, utilizing bi-directional protection, ensures the safety of at-risk workers with the touch of a button. We empower industries such as hospitality and healthcare with wearable panic buttons,...

  • Head of Customer Success Operations

    3 days ago

    Philadelphia, Pennsylvania, United States PhillyTech Full time

    Job OverviewPhillyTech is a rapidly expanding SaaS company that has developed an innovative platform for managing content creators, enabling brands to enhance communication, minimize administrative overhead, and effectively monitor campaign outcomes.This is a remarkable opportunity to become part of a dedicated team recognized for excellence, having received...

  • Customer Success Strategist

    13 hours ago

    Philadelphia, Pennsylvania, United States Uniphore Technologies Inc. Full time

    Job SummaryUniphore Technologies Inc. is seeking a seasoned professional to lead our Customer Care team as the Director of Customer Experience. As a key member of our leadership team, you will be responsible for driving customer success and retention across our mid-market and enterprise clients.Key ResponsibilitiesHire, train, and retain a team of...

  • Customer Success Executive

    1 week ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Join a leading AI-driven service provider dedicated to enhancing the educational experience for students, faculty, and staff.Salary: $130,000 - $150,000 annuallyAbout Us:We are a software company focused on higher education, collaborating with over 150 institutions globally. Our solutions are tailored to assist colleges and universities in attracting,...

  • Accounts/Customer Success Manager

    2 months ago

    Philadelphia, United States Impilo Full time

    Role Summary: We are seeking an experienced Account Manager who will play a crucial role in developing and maintaining strong relationships with our key customers and stakeholders. The ideal candidate will have a proven track record in account management and/or customer success, preferably in the healthcare tech industries, SaaS and/or an understanding of...

  • Customer Success Manager

    3 months ago

    Philadelphia, United States Chain.io Full time

    Job DescriptionJob DescriptionSalary: $100,000 USD annuallyCustomer Success ManagerOur mission is to make systems work together so supply chain professionals can do their jobs*This is an applicant pool for ongoing consideration as positions become available.  There may not be a current opening at the time you apply. Your Role at Chain.ioAt Chain.io our...

  • Director, Customer Success

    1 month ago

    Philadelphia, United States NBME Full time

    Job DescriptionJob DescriptionPOSITION OVERVIEWNBME® is seeking a Director, Customer Success to provide NBME customers, partners, and other stakeholders with proactive and personalized care related to the use of NBME's portfolio of products and services. The Director, Customer Success leads a team that supports each stage of the customer's journey...

  • Customer Success Advocate

    13 hours ago

    Philadelphia, Pennsylvania, United States Respage Full time

    About the RoleWe are seeking a highly skilled and motivated Customer Success Associate to join our team at Respage. As a key member of our Customer Success team, you will play a critical role in ensuring our customers achieve their goals and maximize the value of our products.Key ResponsibilitiesProvide Exceptional Customer Support: Respond to customer...

  • Customer Success Associate

    2 weeks ago

    Philadelphia, United States 4 Walls Inc. Full time

    Job DescriptionJob DescriptionSalary: $45-50kThis role is ONLY open to candidates residing in the following states: DE, NJ, and PA.Customer Success AssociateDo you have a reputation for being the problem solver in the bunch? Are your peers in awe of your Customer Service skills and troubleshooting skills? Do you have an innate passion for driving Customer...

  • Vice President of Customer Success

    1 week ago

    Philadelphia, Pennsylvania, United States PhillyTech, LLC. Full time

    Company Overview PhillyTech, LLC is an innovative SaaS company that has developed a platform for managing content creators, aimed at enhancing communication between brands and their creators, minimizing administrative expenses, and effectively monitoring campaign outcomes. This role presents a unique opportunity to become part of a dynamic team recognized...

  • Vice President of Customer Success

    1 week ago

    Philadelphia, Pennsylvania, United States PhillyTech Full time

    Job OverviewPhillyTech is a rapidly expanding SaaS organization that has developed an innovative platform designed to enhance the collaboration between brands and their content creators. Our mission is to simplify communication, minimize administrative expenses, and provide effective tracking of campaign outcomes.This is a remarkable opportunity to become...

  • Chief Customer Success Officer

    3 days ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Join a leading AI-driven service provider dedicated to enhancing the experience of students, faculty, and staff in higher education.Salary: $130,000 - $150,000 annuallyAbout Us:We are a software organization focused on higher education, supporting over 150 institutions globally. Our solutions are crafted to assist colleges and universities in recruiting,...

  • Senior Customer Success Leader

    1 week ago

    Philadelphia, Pennsylvania, United States Jobot Full time

    Join a leading AI-driven service provider dedicated to enhancing the experience of students, faculty, and staff in higher education.Salary: $130,000 - $150,000 annuallyAbout Us:We are a prominent software company focused on higher education, partnering with over 150 institutions globally. Our mission is to create innovative solutions that assist colleges and...