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CanonicalCustomer Success - Team Manager
Canonical is recruiting customer success team managers for its APAC and AMER regions. The positions are remote and form part of a wider drive to strengthen…
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About This Role
Canonical is recruiting customer success team managers for its APAC and AMER regions. The positions are remote and form part of a wider drive to strengthen the company's customer success function. The company regards that function as central to keeping and growing revenue in the software and new technology sector. The manager leads a regional customer success team. Duties include setting team plans, reviewing key metrics, and designing approaches that…
Job Description
Canonical is recruiting customer success team managers for its APAC and AMER regions. The positions are remote and form part of a wider drive to strengthen the company's customer success function. The company regards that function as central to keeping and growing revenue in the software and new technology sector.
The manager leads a regional customer success team. Duties include setting team plans, reviewing key metrics, and designing approaches that improve engagement, retention and upselling or cross-selling. The manager takes on escalated customer problems that need specialist input, holds regular performance reviews, acknowledges achievements and helps staff set development goals. The role also coordinates with sales, marketing, product and support teams, reviews regional results to find trends, and introduces process changes. The manager works closely with the leader of global customer success and records changes carefully.
Applicants should hold a bachelor's degree or equivalent in business, communications or a STEM subject, and bring a background in account retention, revenue management and software technology, ideally in SaaS or other software businesses. The listing expects a record of delivering strong customer success outcomes, experience building a customer success team, and a habit of using data to direct team work. Inventive problem solving and ongoing learning are valued. Travel for internal events, up to four occasions annually, is required. Japanese or Korean, and Spanish, Portuguese or French, would be useful additional languages.
Responsibilities
- Set team plans and share them with wider management forums
- Review key performance indicators and metrics on a regular basis
- Build strategies to boost engagement, retention and upsell or cross-sell revenue
- Step in on escalated customer cases that need expertise
- Hold regular performance reviews and set individual development goals
- Coordinate with sales, marketing, product and support teams
- Analyse regional results, spot trends and implement process changes
Requirements
- Bachelor's degree or equivalent in business, communications or a STEM subject
- Background in account retention, revenue management and software technology
- Experience in SaaS or software businesses
- Track record of delivering strong customer success outcomes
- Experience building and developing a customer success team
- Practical use of data to steer team activity and improvement
- Willingness to travel for internal events, up to four times a year
Qualifications
- Ongoing learning with a curious, adaptable approach
- Inventive problem solving and collaboration across teams
- Skill in Japanese or Korean, or in Spanish, Portuguese or French
Core Skills
Benefits
- Distributed working with two in-person team sprints each year
- Annual learning allowance of USD 2,000
- Yearly pay review, recognition awards and an annual bonus
- Holiday leave each year and maternity and paternity leave
- Employee assistance programme
- Opportunities to meet colleagues in new locations, plus Priority Pass access
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Which regions does the role cover?
The positions are remote, covering the APAC and AMER areas.
What background is required?
The posting asks for a degree or equivalent in business, communications or STEM, plus customer success and software experience, ideally in SaaS.
What salary does the role offer?
The posting does not state a salary. It says base pay depends on location, experience and performance, with an annual bonus offered.
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