Job Description
Position: Customer Success Regional Team Manager
We are seeking an experienced and passionate Customer Success Regional Team Manager to join our growing, globally distributed team. This role is an exciting opportunity for a motivated leader who is driven by customer satisfaction, operational excellence, and the success of innovative technologies.
Our company is at the forefront of providing open-source software solutions and services, particularly in sectors such as public cloud, AI, data science, engineering innovation, and IoT. With a distributed workforce spanning over 70 countries, we prioritize flexibility and collaboration, meeting in person a few times a year to align on strategy and build connections.
As part of our commitment to growth, we are expanding our Customer Success team and looking for a dynamic leader to guide and mentor a team of Customer Success Managers (CSMs) across multiple regions. In this role, you'll be instrumental in ensuring exceptional customer experiences and driving customer success, retention, and growth.
Why You'll Enjoy This Role: You will thrive in this role if you are organized, persistent, and enjoy working in a fast-paced, global environment. Your passion for new technologies, coupled with your strong leadership and customer-focused mindset, will help you excel in coaching and mentoring CSMs. You'll work alongside the Head of Customer Success to identify areas for improvement, implement processes, and foster high-performing teams.
This role offers the opportunity to collaborate cross-functionally with teams in sales, marketing, product development, and support, ensuring that customer feedback and needs are central to decision-making. You'll be responsible for analyzing regional performance metrics, identifying trends, and driving efficiencies to meet key business objectives.
Key Responsibilities:
Strategic Planning & Analysis: Develop and execute communication plans, organize team meetings, and review performance indicators to ensure team success. You'll create strategies to enhance customer engagement, improve retention, and drive upsells or cross-sells.
Customer Support & Interaction: Act as a resource for your team by resolving escalated customer issues and ensuring timely resolutions.
Team Management & Development: Coach, support, and guide team members, helping them navigate complex customer scenarios. Lead regular performance reviews, recognize team achievements, and set individual growth goals.
Cross-functional Collaboration: Partner with other departments, including Sales, Marketing, Product Development, and Support, to align on customer needs and enhance the overall customer experience.
Documentation & Reporting: Collaborate with your team and manager to document processes and changes, ensuring quality and attention to detail in all initiatives.
What We Are Looking For:
Strong academic background, with a Bachelor's degree or equivalent in Business, Communication, or STEM fields.
Passion for Customer Success and technology, with experience in SaaS or the software industry.
Proven track record in delivering exceptional customer success results and leading high-performing teams.
Hands-on experience using data to drive improvements and measure performance.
A collaborative mindset, with the ability to problem-solve and work across teams to achieve customer goals.
Willingness to travel up to 4 times a year for internal team events.
Nice-to-Have Skills:
Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, is highly valued.
What We Offer:
Competitive compensation based on location, experience, and performance, with an annual performance-based bonus.
Personal learning and development budget of USD 2,000 per year.
Distributed work environment, with in-person team sprints twice a year.
Annual compensation reviews, recognition rewards, and additional benefits to support your well-being.
Opportunity to meet colleagues from around the world during company events and travel.
Our diverse and inclusive culture thrives on the perspectives and experiences of all team members. We believe that a mix of backgrounds creates a more dynamic and productive work environment. Regardless of your identity, we're committed to providing equal consideration to all applicants.
Employment Type: Full-Time
Salary: $ 52,000.00 137,000.00 Per Year
Job Tags
Full time, Remote job,