Customer Success

Customer Success - Team Manager 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 world’s leading public cloud and silicon providers, and industry leaders in many sectors. We are 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. We are founder‑led, profitable and growing. To support Canonical’s growth we are expanding our Customer Success Manager (CSM) team globally and recruiting leaders to help our team of CSMs across regions. We are hiring a Customer Success - Team Manager We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. We are looking for exceptional candidates with proven track records in Customer Success and a passion for new technologies. Ideally you have been a Customer Success Manager at one point in your career and naturally evolved to a leading position. You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hard‑working, and determined to grow your skills and teams. As a lead you will provide mentoring, coaching in post‑sales account management and feedback to team members. You will be pivotal in proactively identifying areas of improvement and implementing process change, driving high‑performing teams. You are comfortable dealing with ambiguity and quickly adapt to changes. You seek collaboration with other teams to enhance the overall customer experience. Your key responsibility is to analyse 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 entails Strategic planning and analysis: preparing communication plans, team meetings and other messages shared in broader management forums, setting your 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 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 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 (written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English. What we offer you We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance‑driven annual bonus. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally. 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 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 Industry Software Development #J-18808-Ljbffr