Customer Success

Canonical Canberra, Australian Capital Territory, Australia 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. 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 as we expand our CSM team globally. You will lead a team of Customer Success Managers across regions, sustaining revenue retention and growth by delivering outstanding customer services in the new technologies sector. The role entails: Strategic planning and analysis: prepare communication plans, team meetings, and other messages shared in broader management forums. Regularly review key performance indicators and metrics, and develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross‑sells, and increase customer success. Customer interactions and support to your team: resolve escalated customer issues requiring expertise or intervention and work closely with team members to ensure timely resolution. Team management: guide and support team members, help them navigate complex customer situations, improve their skills, and achieve their goals. Conduct regular performance reviews, celebrate excellence, recognize 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. Documentation and reporting: build content with your team and manager, ensuring changes are well documented and maintain quality and attention to detail. 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 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. 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 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. Canonical is an equal opportunity employer We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates 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