TL;DR

Customer Success Team Manager: Leading and developing a global team of Customer Success Managers to drive revenue retention and growth with an accent on strategic planning, customer engagement, and team performance. Focus on mentoring, cross-functional collaboration, and data-driven process improvements to enhance customer experience and business outcomes.

Location: Globally remote role

Company

%hirify_global% is a pioneering tech firm known for Ubuntu, a leading open source platform in AI, IoT, and cloud technologies, operating globally with a distributed workforce since 2004.

What you will do

Develop and execute strategic plans to improve customer engagement, retention, and revenue growth.
Resolve escalated customer issues and support team members in complex situations.
Manage, mentor, and coach the Customer Success team to achieve individual and team goals.
Collaborate cross-functionally with Sales, Marketing, Product, and Support teams to align on customer needs.
Analyze performance metrics to identify trends and implement process improvements.
Document and report on team activities and changes with attention to quality and detail.

Requirements

Must be able to work remotely globally with willingness to travel up to 4 times a year for team events.
Bachelor’s or equivalent degree in Business, Communication, or STEM fields.
Proven track record in Customer Success and team leadership in SaaS or software industries.
Strong analytical skills and data-driven approach to team management.
Excellent English proficiency (implied by job language).
Organized, persistent, diplomatic, and adaptable to change.

Nice to have

Proficiency in additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian.

Culture & Benefits

Distributed work environment with biannual in-person team sprints.
Personal learning and development budget of USD 2,000 per year.
Annual compensation review and performance-driven bonus.
Recognition rewards and annual holiday leave.
Maternity and paternity leave, Employee Assistance Programme.
Opportunities to travel and meet colleagues globally with travel upgrades.