Regional Manager of Customer Success

1 week ago

Philadelphia, Pennsylvania, United States Canonical - Jobs Full time
Job Overview

Canonical 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 Things (IoT). Our clientele includes the foremost public cloud and silicon providers, along with industry leaders across various sectors. As a pioneer in global distributed collaboration, we boast a workforce of over 1000 professionals in more than 70 countries, with minimal reliance on office-based roles. Teams convene two to four times annually in captivating locations worldwide to align on strategic objectives and execution.

As a founder-led, profitable, and expanding organization, we are currently seeking a Customer Success Regional Team Manager.

To facilitate Canonical's growth trajectory, we are broadening our Customer Success Management (CSM) team on a global scale and are in search of leaders to guide our Customer Success Managers across various regions. We regard our Customer Success operations as a vital mechanism for sustaining revenue retention and fostering growth, emphasizing excellence in delivering exceptional customer service within the new technologies domain. We are on the lookout for outstanding candidates with demonstrated success in Customer Success and a genuine enthusiasm for emerging technologies. Ideally, you have previously served as a Customer Success Manager and have naturally progressed into a leadership role.

This position will appeal to you if you are organized, persistent, analytical, diplomatic, a good listener, diligent, and eager to enhance your skills and those of your team. As a leader, you will provide mentorship and coaching in post-sales account management while offering constructive feedback to team members. You will play a pivotal role in proactively identifying areas for enhancement and implementing process changes to drive high-performing teams. Comfort with ambiguity and the ability to swiftly adapt to changes are essential. You will seek collaboration with other teams to elevate the overall customer experience. Your primary responsibility will be to analyze regional performance metrics, discern trends and opportunities for improvement, and enact changes to boost efficiency and meet business objectives. You will work closely with the Head of Customer Success.

Customer Success Managers engage a diverse clientele and follow varied CSM methodologies to ensure the appropriate level of focus for each customer. The ideal candidate will adapt to this diversity and contribute broad experience to the team.

Key Responsibilities:

  • Strategic Planning and Analysis: Develop communication strategies, team meetings, and other messages for broader management forums, setting yourself and your team up for success. Regularly assess key performance indicators and metrics as your foundation. Formulate strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells when suitable, and ultimately boost customer success.
  • Customer Interactions and Team Support: Address escalated customer issues requiring expertise or intervention. Collaborate closely with your team members to ensure timely resolutions.
  • Team Management: Passionately guide and support your team members, assisting them in navigating complex customer situations, enhancing their skills, and achieving their objectives. Conduct regular performance reviews with team members, focusing on identifying areas for improvement while celebrating excellence and recognizing team achievements.
  • Cross-Functional Collaboration: Collaborate with other departments, including Sales, Marketing, Product Development, and Support, to ensure alignment on customer needs, share feedback, and coordinate efforts to drive customer success. Establish trustworthy communication channels across the organization.
  • Documentation and Reporting: Foster creativity while building content with your team and manager, ensuring that changes are well-documented, reflecting quality and attention to detail in all endeavors.

Qualifications:

  • Outstanding academic achievements at both school and university levels.
  • Bachelor's degree or equivalent in Business, Communication, or STEM fields.
  • Knowledge and enthusiasm for Customer Success, revenue management, and technology, with experience in SaaS or software industries.
  • Proven track record of delivering exceptional Customer Success outcomes.
  • Commitment to continuous learning and improvement - curious, adaptable, and analytical.
  • Creative problem-solving skills and ability to collaborate across teams.
  • Experience in growing and developing a Customer Success Management team.
  • Hands-on approach to leveraging data to drive team activities and foster continuous improvement.
  • Willingness to travel for internal events as required.

Preferred Skills:

  • Proficiency in additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, is highly valued.

What We Offer:

We take into account geographical location, experience, and performance when determining compensation globally. We conduct annual compensation reviews (more frequently for graduates and associates) to ensure recognition of outstanding performance. In addition to base salary, we provide a performance-driven annual bonus and additional benefits that reflect our values and ideals. Our programs are designed to meet local needs while ensuring fairness on a global scale.

  • Distributed work environment with biannual team sprints in person - remote work has been our standard 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 Program.
  • Opportunities to travel to new locations to connect with colleagues from your team and others.
  • Priority Pass for travel and upgrades for long-haul company events.

About Canonical:

Canonical is a trailblazing technology firm leading the global shift towards open source. As the publisher of Ubuntu, one of the most significant open-source projects and the foundation for AI, IoT, and cloud computing, we are transforming the software landscape. We recruit globally and maintain high standards for those joining our team. We expect excellence; to succeed, we must be the best at what we do. Most Canonical employees have worked remotely since our inception in 2004. Working here is a step into the future, challenging you to think differently, work smarter, acquire new skills, and elevate your performance.

Canonical is an equal opportunity employer.

We are committed to fostering a workplace free from discrimination. The diversity of experience, perspectives, and backgrounds contributes to a better work environment and superior products. Regardless of your identity, we will give your application fair consideration.

#LI-remote

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