Job Description

Customer Success - Team Manager

Join to apply for the Customer Success - Team Manager role at Canonical.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder led, profitable and growing.

We are hiring a Customer Success - Team Manager.

Location

This is a globally remote role.

The role entails

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums, setting 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: resolve escalated customer issues requiring expertise or intervention. Work closely with your team members to ensure timely resolution.
• Team management: guide and support your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. Conduct regular performance reviews. Celebrate excellence, recognize achievements, and set goals for individual growth.
• Cross?functional collaboration: collaborate with Sales, Marketing, Product Development, and Support to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting: build content with your team and manager, ensuring changes are well documented with quality and attention to detail.

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 improvementcurious, 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, in addition to 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.
• Priority Pass for travel and travel upgrades for long?haul company events.

About Canonical

Canonical 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 are 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 Canonical 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.

Canonical is an equal opportunity employer

We are 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.

Seniority level

• Mid?Senior level

Employment type

• Full?time

Job function

• Other

Industries

• Software Development

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