Job Description
Regional Team Manager, Customer Success (Remote)
Are you passionate about leading customer success teams and delivering exceptional post-sales experiences? We're seeking an experienced Customer Success Regional Team Manager to guide a team of Customer Success Managers (CSMs) in ensuring customer retention, satisfaction, and growth. This globally remote role offers a unique opportunity to work with diverse customers and innovative technologies while collaborating with a distributed team.
About the Role
As a Regional Team Manager, you'll lead and support a team of CSMs dedicated to providing outstanding service in the technology and software sectors. Your focus will include strategic planning, mentoring team members, and collaborating across departments to enhance customer success operations. You'll analyze regional performance metrics, identify improvement opportunities, and implement strategies to ensure team and customer success.
This role is ideal for someone who is organized, analytical, and passionate about team development and delivering value to customers. You'll thrive here if you enjoy working in a dynamic environment, adapting to changes, and fostering collaboration to drive business outcomes.
What You'll Do
Strategic Planning and Analysis:
Develop communication plans, lead team meetings, and review performance metrics to identify opportunities for growth.
Drive strategies to enhance customer engagement, improve retention, and identify upselling opportunities.
Customer Interaction and Team Support:
Address escalated customer issues and provide expertise to resolve challenges effectively.
Partner with your team to ensure timely resolutions and high-quality support.
Team Leadership and Development:
Mentor and coach your team members to navigate complex customer scenarios, develop their skills, and achieve their goals.
Conduct regular performance reviews, celebrate achievements, and set individual growth goals.
Cross-Functional Collaboration:
Work with Sales, Marketing, Product Development, and Support teams to align on customer needs and share feedback.
Build strong communication channels across teams for coordinated efforts.
Documentation and Reporting:
Create and document processes, instilling quality and attention to detail in team operations.
What We're Looking For
Bachelor's degree in Business, Communication, STEM, or equivalent experience.
Proven passion for Customer Success and experience in SaaS or software industries.
Track record of driving exceptional customer success results.
Experience leading and developing CSM teams.
Data-driven approach to decision-making and process improvement.
Ability to adapt to change and thrive in a dynamic environment.
Willingness to travel up to four times a year for team events.
Bonus Skills
Proficiency in additional languages (e.g., Japanese, Korean, Spanish, Portuguese, German, French, or Italian).
Strong written and verbal English communication skills.
What We Offer
A fully remote work environment with biannual in-person team sprints in exciting global locations.
Annual personal learning and development budget of $2,000.
Competitive compensation with annual reviews and performance-based bonuses.
Comprehensive benefits, including maternity/paternity leave, annual holidays, and an Employee Assistance Program.
Opportunities to travel and collaborate with colleagues worldwide.
Priority Pass for travel upgrades during company events.
About Us
We are a pioneering company at the forefront of open-source software, dedicated to innovation in AI, IoT, and cloud technologies. With a distributed team spanning over 70 countries, we pride ourselves on fostering a collaborative, inclusive environment where employees can thrive and grow.
We're an equal opportunity employer that values diversity in perspectives, experiences, and backgrounds.
Employment Type: Full-Time
Salary: $ 52,000.00 137,000.00 Per Year
Job Tags
Holiday work, Full time, Remote job, Worldwide,