Customer Success Team Manager (SaaS)

TL;DR

Customer Success Team Manager (SaaS): Leading and supporting Customer Success teams globally, driving revenue retention and growth through outstanding customer service in the new technologies sector with an accent on strategic planning, team management, and cross-functional collaboration. Focus on enhancing customer engagement, improving retention rates, and driving up-sells or cross-sells.

Location: These opportunities are available globally and are remote positions.

Company

hirify.global is a pioneering tech firm at the forefront of the global move to open source, publishing Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud.

What you will do

• Prepare communication plans, team meetings, and other messages shared in broader management forums.
• Develop strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success.
• Resolve escalated customer issues requiring expertise or intervention ensuring timely resolution.
• Guide and support team members, helping them navigate complex customer situations, improve their skills, and achieve their goals.
• Collaborate with other departments, such as Sales, Marketing, Product development, and Support, to ensure alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success.
• Build content with your team and your manager, ensuring the changes are well documented, instilling quality and attention to detail in all you do.

Requirements

• Excellent academic results at school and university.
• Bachelor’s or equivalent degree in Business, Communication or STEM subject.
• Knowledge and passion for Customer Success, revenue management and technology, experience in SaaS or software industries.
• Track record of bringing exceptional Customer Success experience results.
• Commitment to continuous learning and improvement.
• Experience growing and developing a CSM team.
• Willingness to travel up to 4 times a year for internal events.

Nice to have

• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian will be valued.

Culture & Benefits

• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review and recognition rewards.
• Annual holiday leave, maternity and paternity leave, and Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues from your team and others.
• Priority Pass for travel.