**Experienced Customer Success Team Manager – Global Open Source Software and Operating Systems**

Are you a seasoned professional with a passion for delivering exceptional customer experiences in the rapidly evolving world of open source software and operating systems? Do you have a proven track record of leading high-performing teams and driving business growth through strategic planning and analysis? If so, we invite you to join blithequark, a pioneering tech firm at the forefront of the global move to open source, as our Customer Success Team Manager. At blithequark, we are committed to empowering our customers to achieve their goals through our innovative open source software and operating systems. 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 Customer Success Team Manager, you will play a critical role in ensuring our customers receive the highest level of support and service, driving customer satisfaction, retention, and growth. **About blithequark** blithequark is a global company with 1000+ colleagues in 70+ countries, and we have been working remotely since 2004. We are a founder-led, profitable, and growing company that values innovation, collaboration, and excellence. Our company culture is built on a strong foundation of trust, respect, and open communication, and we are committed to fostering a workplace free from discrimination. We believe that diversity of experience, perspectives, and background create a better work environment and better products. **The Role** As a Customer Success Team Manager at blithequark, you will be responsible for leading a team of Customer Success Managers across regions, providing mentoring, coaching, and feedback to team members. You will play a crucial role in proactively identifying areas of improvement and implementing process change, driving high-performing teams. You will 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 Are 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** * Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English **What We Offer You** * Distributed work environment with twice-yearly team sprints in person * 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 **Join Our Team** If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences, we invite you to join our team at blithequark. We offer a unique opportunity to work with a pioneering tech firm at the forefront of the global move to open source, and to be part of a company that values innovation, collaboration, and excellence. Apply now to become our Customer Success Team Manager and be part of our journey to empower our customers to achieve their goals through our innovative open source software and operating systems.