Customer Success Team Manager (APAC Remote)

About the role

Canonical, a provider of open source software and operating systems including Ubuntu, is expanding its Customer Success team globally and is hiring a Customer Success Team Manager for the APAC region. The role is remote, reports to the Global Head of Customer Success, and involves mentoring, coaching and process improvement within a post-sales account management function.

Key responsibilities

• Analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives
• Prepare communication plans, team meetings and messages for management forums, and regularly review KPIs and metrics
• Develop strategies to improve customer engagement, retention, upsells and cross-sells
• Resolve escalated customer issues requiring expertise or intervention
• Mentor and coach team members, conduct regular performance reviews, set individual goals and celebrate achievements
• Collaborate with Sales, Marketing, Product development and Support, and document changes with attention to detail

Required profile

• Bachelor's degree or equivalent in Business, Communication or a STEM subject
• Proven track record of Customer Success results and experience growing and developing a CSM team
• Knowledge and passion for Customer Success, revenue management and technology, preferably in SaaS or software
• Organised, analytical, diplomatic and able to pivot across a diverse customer base
• Willingness to travel up to four times a year for internal events

Required skills

• Hands-on use of data to drive team activities and continuous improvement
• Creative problem-solving and cross-team collaboration
• Nice to have: written and spoken Japanese, Korean, Spanish, Portuguese or French

What we offer

• Distributed work environment with twice-yearly in-person team sprints
• Learning and development budget of USD 2,000 per year
• Performance-driven annual bonus and annual compensation review
• Recognition rewards, annual holiday leave and maternity/paternity leave
• Employee Assistance Programme and Priority Pass for travel