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 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 . 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.

Location & Role

This is a globally remote role.

Responsibilities

• 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 and developing strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells where appropriate, ultimately increasing customer success.
• 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, helping them navigate complex customer situations, improve skills and achieve goals. Conduct regular performance reviews, identify improvement areas, celebrate excellence, recognise 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. Establish trustworthy channels of communication.
• Documentation and reporting: build content with your team and manager, ensure changes are well documented and maintain quality and attention to detail in all work.

Qualifications

• 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 delivering exceptional Customer Success 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.

What we offer you

• Distributed work environment with twice?yearly team sprints in person; we have 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.
• 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 globally and set a very high standard for people joining the company. We expect excellence 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.

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 consideration.

Seniority level: Mid?Senior level

Employment type: Full?time

Job function: Other

Industries: Software Development

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