Canonical
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 enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. We publish on a global basis 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. We are hiring a Customer Success - Team Manager to support Canonical's growth by expanding our Customer Success team globally and leading a team of Customer Success Managers across regions. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, delivering outstanding customer service in the new technologies sector. We are looking for exceptional candidates with proven track records in Customer Success and a passion for new technologies. Ideally, you have experience as a Customer Success Manager and have evolved into a leadership role. You will be organized, persistent, analytical, diplomatic, a listener, hard-working, and eager to grow your skills and teams. As a lead, you will mentor and coach in post-sales account management, provide feedback to team members, identify areas for improvement, and drive process changes to build high-performing teams. You should be comfortable dealing with ambiguity, adapt quickly to changes, and collaborate 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 to provide appropriate focus for each customer. The right candidate will adapt to this diversity and bring broad experience to the team. Location:
This is a globally remote role. The role entails: Strategic planning and analysis:
preparing communication plans, team meetings, and other messages shared in broader management forums; regularly reviewing key performance indicators and metrics; developing strategies to enhance customer engagement, improve retention, drive upsells or cross-sells where appropriate, 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, helping them navigate complex customer situations, improve their skills, and achieve goals; conduct regular performance reviews; celebrate excellence, recognise achievements, and set growth goals for individuals. Cross-functional collaboration:
collaborate with Sales, Marketing, Product Development, and Support to align on customer needs, feedback sharing, and coordinated efforts to drive customer success; establish trustworthy channels of communication. Documentation and reporting:
build and document changes with your team and manager, ensuring 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 one or more languages (Japanese, Korean, Spanish, Portuguese, German, French, Italian) alongside strong English proficiency What we offer you We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually to recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus and other benefits reflecting our values. We balance programs to meet local needs and ensure fairness globally. Distributed work environment with twice-yearly team sprints in person — we have been remote 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 Priority Pass for travel and 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 high standard for people joining the company. Most colleagues have worked from home since its inception in 2004. Working here challenges 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.
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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. We publish on a global basis 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. We are hiring a Customer Success - Team Manager to support Canonical's growth by expanding our Customer Success team globally and leading a team of Customer Success Managers across regions. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, delivering outstanding customer service in the new technologies sector. We are looking for exceptional candidates with proven track records in Customer Success and a passion for new technologies. Ideally, you have experience as a Customer Success Manager and have evolved into a leadership role. You will be organized, persistent, analytical, diplomatic, a listener, hard-working, and eager to grow your skills and teams. As a lead, you will mentor and coach in post-sales account management, provide feedback to team members, identify areas for improvement, and drive process changes to build high-performing teams. You should be comfortable dealing with ambiguity, adapt quickly to changes, and collaborate 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 to provide appropriate focus for each customer. The right candidate will adapt to this diversity and bring broad experience to the team. Location:
This is a globally remote role. The role entails: Strategic planning and analysis:
preparing communication plans, team meetings, and other messages shared in broader management forums; regularly reviewing key performance indicators and metrics; developing strategies to enhance customer engagement, improve retention, drive upsells or cross-sells where appropriate, 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, helping them navigate complex customer situations, improve their skills, and achieve goals; conduct regular performance reviews; celebrate excellence, recognise achievements, and set growth goals for individuals. Cross-functional collaboration:
collaborate with Sales, Marketing, Product Development, and Support to align on customer needs, feedback sharing, and coordinated efforts to drive customer success; establish trustworthy channels of communication. Documentation and reporting:
build and document changes with your team and manager, ensuring 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 one or more languages (Japanese, Korean, Spanish, Portuguese, German, French, Italian) alongside strong English proficiency What we offer you We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually to recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus and other benefits reflecting our values. We balance programs to meet local needs and ensure fairness globally. Distributed work environment with twice-yearly team sprints in person — we have been remote 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 Priority Pass for travel and 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 high standard for people joining the company. Most colleagues have worked from home since its inception in 2004. Working here challenges 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.
#J-18808-Ljbffr