**Experienced Full Stack Customer Success Team Manager – Global Operations and Strategy**

Are you an exceptional leader with a passion for Customer Success and a knack for driving high-performing teams? Do you thrive in a dynamic, globally distributed environment where collaboration and innovation are key? 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're changing the world of software by publishing Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud. As a Customer Success Team Manager, you'll play a crucial role in sustaining revenue retention and growth by delivering outstanding customer services in the new technologies sector. You'll lead a team of Customer Success Managers across regions, providing mentoring, coaching, and feedback to ensure exceptional customer experiences. **About blithequark** blithequark is 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. We're a founder-led, profitable, and growing company with a global presence, and we're committed to fostering a workplace free from discrimination. **The Role** As our Customer Success Team Manager, you'll be responsible for: * 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** * 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** * 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 **Join Our Team** If you're a motivated and results-driven leader with a passion for Customer Success, we invite you to join our team at blithequark. We're committed to fostering a workplace free from discrimination and promoting diversity, equity, and inclusion. We offer a competitive compensation package, opportunities for growth and development, and a dynamic work environment that's changing the world of software. Apply now to become our Customer Success Team Manager and be part of our journey to shape the future of technology! **How to Apply** To apply for this role, please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! Note: This job posting is a rewritten version of the original job description, with all company names replaced with 'blithequark'. The job title has also been rewritten to be more descriptive and attractive for job seekers.