Customer Success

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.We are hiring a Customer Success – Team Manager. To support Canonical’s growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions.As a lead, you will provide mentoring, coaching in post‑sales account management and feedback to team members. You will analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives. You will work hand‑in‑hand with the Head of Customer Success.The role entailsStrategic 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, recognise 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 youExcellent academic results at school and universityBachelor’s or equivalent degree in Business, Communication or STEMKnowledge and passion for Customer Success, revenue management and technology, experience in SaaS or software industriesTrack record of bringing exceptional Customer Success experience resultsCommitment to continuous learning and improvement – curious, flexible, scientificCreative problem‑solving and cross‑team collaborationExperience growing and developing a CSM teamHands‑on approach to using data to drive team activities and continuous improvementWillingness to travel up to 4 times a year for internal eventsNice‑to‑have skillsProficiency in Japanese, Korean, Spanish, Portuguese, German, French or Italian, alongside an excellent command of EnglishWhat we offer youDistributed work environment with twice‑yearly team sprints in person – we’ve been working remotely since 2004Personal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleagues from your team and othersPriority Pass for travel and travel upgrades for long haul company eventsCanonical 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.Location: Globally remote. #J-18808-Ljbffr