Customer Success - Team Manager

Customer Success - Team Manager

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 across many sectors. Canonical pioneered global distributed collaboration with over 1,000 colleagues in more than 70 countries and very few office‑based roles.

This is a globally remote role, with teams meeting two to four times yearly in person at interesting worldwide locations to align on strategy and execution.

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums; reviewing key performance indicators and metrics; developing strategies to enhance customer engagement, improve retention, drive upsells or cross‑sells, and increase customer success.
• Customer interactions and support: resolving escalated customer issues requiring expertise or intervention; working closely with team members to ensure timely resolution.
• Team management: guiding and supporting team members, conducting regular performance reviews, celebrating excellence, recognising achievements, and setting individual growth goals.
• Cross‑functional collaboration: collaborating with Sales, Marketing, Product Development, and Support to align on customer needs, share feedback, and coordinate efforts to drive success.
• Documentation and reporting: building content with the team and manager, ensuring changes are well documented with quality and attention to detail.

• 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 four times a year for internal events.

• Proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian in addition to English.

• Distributed work environment with twice‑yearly team sprints in person; remote since 2004.
• 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.
• Opportunities to travel to new locations to meet colleagues.
• Priority Pass for travel and upgrades for long‑haul company events.

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 globally and set a very high standard for people joining the company, expecting excellence and the best for the role.

Most colleagues have worked from home since 2004.

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.