Canonical
Overview
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 public cloud, data science, AI, engineering innovation and IoT. We are founder-led, profitable and growing, with 1000+ colleagues in 70+ countries and very few office-based roles. We operate a globally distributed team, with in-person gatherings two to four times per year to align on strategy and execution.
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 focus on sustaining revenue retention and growth through delivering outstanding customer services in the new technologies sector. The role involves leading a team of Customer Success Managers, mentoring and coaching in post-sales account management, and driving process improvements to build high-performing teams.
You will work with the Head of Customer Success to analyze regional performance metrics, identify trends, and implement changes to increase efficiency and achieve business objectives. You will collaborate with other teams to enhance the overall customer experience.
Location This is a globally remote role.
Responsibilities
Strategic planning and analysis:
prepare communications, team meeting notes, and management-facing updates; review key performance indicators; develop strategies to enhance customer engagement, improve retention, and drive upsells where appropriate.
Customer interactions and support to your team:
resolve escalated customer issues requiring expertise; work with team members to ensure timely resolution.
Team management:
guide and support team members, conduct regular performance reviews, identify areas for improvement, celebrate excellence, recognize achievements, and set individual growth goals.
Cross-functional collaboration:
collaborate with Sales, Marketing, Product, and Support to align on customer needs and feedback; establish trustworthy channels of communication.
Documentation and reporting:
ensure changes are well documented and maintained with 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 multiple languages (e.g., Japanese, Korean, Spanish, Portuguese, German, French, Italian) alongside English
What we offer you We shape compensation based on geographical location, experience and performance, with annual reviews and an optional performance-driven incentive. Benefits reflect Canonical values and local needs to ensure fairness globally:
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 meet colleagues at other locations
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. We publish Ubuntu, a key open source project powering AI, IoT and cloud. We recruit on a global basis and expect excellence. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.
Equal Opportunity Canonical is an equal opportunity employer. We foster a workplace free from discrimination. Diversity of experience and background is valued, and all qualified applicants will receive fair consideration.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr
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 public cloud, data science, AI, engineering innovation and IoT. We are founder-led, profitable and growing, with 1000+ colleagues in 70+ countries and very few office-based roles. We operate a globally distributed team, with in-person gatherings two to four times per year to align on strategy and execution.
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 focus on sustaining revenue retention and growth through delivering outstanding customer services in the new technologies sector. The role involves leading a team of Customer Success Managers, mentoring and coaching in post-sales account management, and driving process improvements to build high-performing teams.
You will work with the Head of Customer Success to analyze regional performance metrics, identify trends, and implement changes to increase efficiency and achieve business objectives. You will collaborate with other teams to enhance the overall customer experience.
Location This is a globally remote role.
Responsibilities
Strategic planning and analysis:
prepare communications, team meeting notes, and management-facing updates; review key performance indicators; develop strategies to enhance customer engagement, improve retention, and drive upsells where appropriate.
Customer interactions and support to your team:
resolve escalated customer issues requiring expertise; work with team members to ensure timely resolution.
Team management:
guide and support team members, conduct regular performance reviews, identify areas for improvement, celebrate excellence, recognize achievements, and set individual growth goals.
Cross-functional collaboration:
collaborate with Sales, Marketing, Product, and Support to align on customer needs and feedback; establish trustworthy channels of communication.
Documentation and reporting:
ensure changes are well documented and maintained with 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 multiple languages (e.g., Japanese, Korean, Spanish, Portuguese, German, French, Italian) alongside English
What we offer you We shape compensation based on geographical location, experience and performance, with annual reviews and an optional performance-driven incentive. Benefits reflect Canonical values and local needs to ensure fairness globally:
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 meet colleagues at other locations
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. We publish Ubuntu, a key open source project powering AI, IoT and cloud. We recruit on a global basis and expect excellence. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.
Equal Opportunity Canonical is an equal opportunity employer. We foster a workplace free from discrimination. Diversity of experience and background is valued, and all qualified applicants will receive fair consideration.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
#J-18808-Ljbffr