Customer Success

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 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. With over 70+ countries and 1000+ colleagues, we foster a global distributed collaboration culture, meeting two to four times yearly in person in interesting locations worldwide. We are a founder‑led, profitable, and growing company. We are hiring a Customer Success - Team Manager to support Canonical’s growth by expanding our CSM team globally and recruiting leaders to manage Customer Success Managers across regions. Location This is a globally remote role. 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; 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; work closely with team members to ensure timely resolution. Team management: Guide and support team members, navigate complex customer situations, improve skills, achieve goals; conduct performance reviews; celebrate excellence; recognize achievements; set individual growth goals. 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; ensure changes are well documented; 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 in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English. What we offer you 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. Performance‑driven annual bonus. 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 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. Other details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industry: Software Development #J-18808-Ljbffr