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Canonical · 1 month ago

Customer Success - Team Manager

Latin America

Full-time

Onsite

Mid, Senior Level

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. We are hiring a Customer Success - Team Manager to support Canonical's growth by expanding our Customer Success Management team globally and leading a team of Customer Success Managers to enhance customer engagement and retention.

Computer Software

Responsibilities

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

Qualification

Customer Success ManagementData AnalysisTeam ManagementSaaS ExperienceCross-functional CollaborationLanguage ProficiencyCreative Problem-solvingContinuous Learning