Job Description

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 widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the worlds leading public cloud and silicon providers, and industry leaders in many sectors. The company pioneers global distributed collaboration with 1000+ colleagues in 70+ countries, meeting in person two to four times a year in interesting locations around the world to align on strategy and execution.

Location: This is a globally remote role.

Role Responsibilities

• Strategic planning and analysis: Prepare communication plans, team meetings, and other messages shared in broader management forums. Review key performance indicators and metrics, develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross?sells where appropriate.
• Customer interactions and support to your team: Resolve escalated customer issues requiring expertise or intervention, work closely with team members to ensure timely resolution.
• Team management: Guide and support team members, help them navigate complex customer situations, improve skills and achieve 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 coordinated efforts to drive customer success.
• Documentation and reporting: Build content with your team and manager, ensure changes are well documented, instill quality and attention to detail in all activities.

Qualifications & Skills

• Excellent academic results at school and university.
• Bachelors 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 (written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent command of English.

Benefits

• Distributed remote work environment with twice?yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review and performance?driven annual bonus.
• Recognition rewards and annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass for travel and upgrades for long?haul 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 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. Most colleagues have worked from home since its inception in 2004, working remotely continuously, and we expect excellence to succeed.

Equal Opportunity Employer

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 considerationp>

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