Experienced Customer Success Team Manager – Global Operations and Strategy

At arenaflex, we're a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. As a pioneer of global distributed collaboration, we've built a team of 1000+ colleagues in 70+ countries, with very few office-based roles. Teams meet two to four times a year in person, in interesting locations around the world, to align on strategy and execution. We're a founder-led, profitable, and growing company, and we're expanding our Customer Success team globally to support our growth. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. As such, we're looking for exceptional candidates with proven track records in Customer Success and an obvious passion for new technologies.

About the Role

As an Experienced Customer Success Team Manager at arenaflex, you'll play a crucial role in leading our Customer Success team across regions. You'll be responsible for mentoring, coaching, and providing feedback to team members, as well as proactively identifying areas of improvement and implementing process changes to drive high-performing teams. You'll work hand-in-hand with the Head of Customer Success to analyze regional performance metrics, identify trends, and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives.

Key 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, recognize 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.

What We're Looking For in You

* Excellent academic results at school and university

• Bachelor's or equivalent degree in Business, Communication, or STEM
• 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 - curious, flexible, scientific
• Creative problem-solving and cross-team collaboration
• Experience growing and developing a CSM team
• Hands-on approach to using data to drive team activities and continuous improvement
• Willingness to travel up to 4 times a year for internal events

Nice-to-Have Skills

* We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

What We Offer You

* We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus.

• Distributed work environment with twice-yearly team sprints in person - we've been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues from your team and others
• Priority Pass for travel and travel upgrades for long haul company events

About arenaflex

arenaflex is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we're changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at arenaflex have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

arenaflex is an equal opportunity employer

We're proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. If you're passionate about Customer Success and new technologies, and you're looking for a challenging and rewarding role, we'd love to hear from you. Apply now to join our team at arenaflex! Apply for this job