Customer Success

Join to apply for the Customer Success - Team Manager role at Canonical . This is a globally remote role. 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. The company is a pioneer of global distributed collaboration, with 1,000+ 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 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. This role will require a leader who has experience in Customer Success, a passion for new technologies, and a proven track record of leading teams. Role Overview You will provide mentoring and coaching to post‑sales account managers, identify areas for improvement, and implement process changes to increase efficiency and achieve business objectives. You will work closely with the Head of Customer Success and collaborate with other teams to enhance the overall customer experience. Responsibilities Strategic planning and analysis : preparing communication plans, team meetings, and other messages shared in broader management forums; reviewing key performance indicators and metrics; developing strategies to enhance customer engagement, improve retention rates, and drive upsells or cross‑sells. Customer interactions and support : resolving escalated customer issues requiring expertise or intervention and ensuring timely resolution. Team management : guiding and supporting team members, conducting performance reviews, celebrating excellence, and setting goals for individual growth. Cross‑functional collaboration : working with Sales, Marketing, Product Development, and Support to align on customer needs and drive customer success. Documentation and reporting : building and documenting content with the team and manager. Qualifications 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 delivering exceptional Customer Success results. Commitment to continuous learning and improvement – curious, flexible, and 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 additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English. What We Offer Distributed twice‑yearly team sprints in person. 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. 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 #J-18808-Ljbffr