Customer Success

Overview
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 initiatives such as public cloud, data science, AI, engineering innovation and IoT.
Our customers include leading public cloud and silicon providers, and industry leaders across 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, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions.
We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector.
Ideally, you have been a Customer Success Manager and evolved to a leading position.
You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hard-working, and determined to grow your skills and teams.
As a lead, you will provide mentoring, coaching in post-sales account management and feedback to team members.
You will proactively identify areas for improvement and implement process changes to drive high-performing teams.
You should be comfortable dealing with ambiguity and quickly adapt to changes.
You seek collaboration with other teams to enhance the overall customer experience.
Your key responsibility is to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives.
You will work hand-in-hand with the Head of Customer Success.
CSMs engage a diverse customer base and follow diverse CSM motions.
The right candidate would adapt to this diversity and bring broad experience to the team.
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 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 Japanese, Korean, Spanish, Portuguese, German, French, or Italian in addition to English
What we offer you
We offer compensation based on location, experience and performance, reviewed annually.
In addition to base pay, we offer a performance-driven annual bonus.
We provide benefits reflecting our values and aim for fairness globally.
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
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 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, we are changing the world of software.
We recruit on a global basis and set a high standard for people joining the company.
We expect excellence to succeed, and we need to be the best at what we do.
Most colleagues have worked from home since our inception in 2004.
Working here is a step into the future, challenging you to think differently, work smarter, learn new skills, and raise your game.
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.
Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industry: Software Development
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