Customer Success

Customer Success - Team Manager Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our flagship platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. With more than 1,000 colleagues in over 70 countries, Canonical is a pioneer of global distributed collaboration and a mostly remote workplace. Location This is a globally remote role. Role Responsibilities Strategic planning and analysis: prepare communication plans, lead team meetings and other messaging shared in broader management forums; set yourself and your team up for success by regularly reviewing key performance indicators and metrics; develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross-sells, and ultimately 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 to navigate complex customer situations, improve their skills and achieve their goals; conduct regular performance reviews, celebrate excellence, recognise achievements, set goals for individual growth and identify areas for improvement. Cross‑functional collaboration: collaborate with Sales, Marketing, Product development, and Support to align on customer needs, share feedback and coordinate efforts that drive customer success. Documentation and reporting: create and maintain high‑quality content with your team and manager, ensuring all changes are well documented with attention to detail. Qualifications Excellent academic record at school and university. Bachelor’s degree in Business, Communication, or STEM (or equivalent). Deep knowledge and passion for Customer Success, revenue management, and technology; experience in SaaS or software industries. Proven track record of delivering exceptional Customer Success results. Commitment to continuous learning and improvement – curious, flexible, scientific. Creative problem‑solving and cross‑team collaboration skills. Experience growing and developing a CSM team. Hands‑on use of data to drive team activities and continuous improvement. Willingness to travel up to four times a year for internal events. Nice‑to‑have skills Proficiency in a second language (Japanese, Korean, Spanish, Portuguese, German, French, or Italian) in addition to excellent English. Benefits Distributed work environment with twice‑yearly in‑person team sprints. Personal learning and development budget of USD 2,000 per year. Annual compensation review and performance‑driven bonus. 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 travel and upgrades at 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, expecting excellence from all colleagues. Equal Opportunity Employer Canonical is an equal opportunity employer. We foster a workplace free from discrimination, embracing diversity of experience, perspectives, and background to create a better work environment and better products. Whatever your identity, we will give your application fair consideration. #J-18808-Ljbffr