Customer Success - Team Manager

About 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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. With 1000+ colleagues in over 70 countries, we pioneer global distributed collaboration and offer a highly remote working environment.

Global remote role.

• Strategic planning and analysis: Prepare communication plans, lead team meetings, and present key performance indicators and metrics to senior management. Develop strategies to enhance customer engagement, improve retention rates, and drive upsells or cross‑sells.
• Customer interactions and support: Resolve escalated customer issues that require expertise or intervention, working closely with the team to ensure timely resolution.
• Team management: Guide and support team members, facilitate performance reviews, recognise excellence, and set goals for individual growth.
• Cross‑functional collaboration: Align with Sales, Marketing, Product Development, and Support to share customer feedback and coordinate efforts.
• Documentation and reporting: Create and maintain comprehensive documentation and reports, ensuring quality and detail in all deliverables.

• 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, with 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 for continuous improvement.
• Willingness to travel up to 4 times a year for internal events.

• Proficiency in any of the following languages (written and spoken) – Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to excellent command of English.

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

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.