Job Description

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. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office based roles.

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; regularly reviewing key performance indicators and metrics; developing 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: resolving escalated customer issues that require expertise or intervention; working closely with team members to ensure timely resolution.
• Team management: guiding and supporting team members, helping them navigate complex customer situations, improving their skills, and achieving their goals; conducting regular performance reviews; celebrating excellence and setting individual growth goals.
• Cross?functional collaboration: collaborating with Sales, Marketing, Product development, and Support to ensure alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success; establishing trustworthy communication channels.
• Documentation and reporting: creating and maintaining high?quality content and documentation; ensuring changes are well documented and quality is maintained.

What we are looking for in you

• 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 in one or more of 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 weve 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 long?haul company events

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.

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.

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