Job Description

Customer Success - Team Manager

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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.

Location

Globally remote role.

Role Overview

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.

Responsibilities

• Strategic planning and analysis: prepare communication plans, team meetings, and other messages shared in broader management forums; set success metrics; develop strategies to enhance engagement, retention, upsells or cross-sells.
• Customer interactions and support: resolve escalated customer issues requiring expertise or intervention; work closely with team members to ensure timely resolution.
• Team management: guide and support team members; conduct performance reviews; celebrate excellence; set individual growth goals.
• Cross?functional collaboration: collaborate with Sales, Marketing, Product Development, and Support; align on customer needs and feedback.
• Documentation and reporting: build content with the team; ensure changes are well documented; instill quality and attention to detail.

Qualifications

• Excellent academic results at school and university.
• Bachelors 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 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, alongside an excellent command of English.

What We Offer

• Distributed work environment with twice?yearly in?person team sprints.
• 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 and travel upgrades for long?haul 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. We expect excellence to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

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.

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