Customer Success Regional Team Lead

hace 6 horas

Salamanca, Salamanca, España Canonical A tiempo completo
About the Role

We are seeking a highly skilled and experienced Customer Success Regional Team Manager to join our team at Canonical. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers across regions, driving customer success, and ensuring exceptional customer experiences.

Key Responsibilities
  • Strategic planning and analysis: Develop and implement 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, work closely with team members to ensure timely resolution, and provide expertise or intervention as needed.
  • 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 celebrate excellence, recognize achievements, and set goals for individual growth.
  • 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.
  • Documentation and reporting: Ensure changes are well-documented, instill quality and attention to detail, and build content with your team and manager.
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.
What We Offer

We offer a competitive compensation package, including a performance-driven annual bonus, a distributed work environment, personal learning and development budget, annual compensation review, recognition rewards, annual holiday leave, maternity and paternity leave, Employee Assistance Programme, opportunity to travel to new locations, and 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.

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