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.

We are hiring a Customer Success – Team Manager to support Canonical’s growth. You will lead a global team of Customer Success Managers, drive high-performing teams, and improve customer retention and revenue through excellent service. You are organized, persistent, analytical, diplomatic, a listener, hard‑working, and determined to grow your skills and teams.

Location: This is a globally remote role

• Strategic planning and analysis: Prepare communication plans, team meetings, and other messages shared in broader management forums; review key performance indicators and metrics; develop strategies to enhance customer engagement, improve retention rates, and drive upsells or cross-sells where appropriate.
• Customer interactions and support to your team: Resolve escalated customer issues requiring expertise or intervention; collaborate closely with team members to ensure timely resolution.
• Team management: Guide and support team members, help them navigate complex customer situations, improve their skills, and achieve their goals; conduct regular performance reviews; celebrate excellence, recognize achievements, and set goals for individual growth.
• Cross-functional collaboration: Work with Sales, Marketing, Product Development, and Support to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting: Build and maintain clear documentation and reports with your team and manager, ensuring changes are well documented and quality is upheld.

• 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 data-driven team activities and continuous improvement.
• Willingness to travel up to four times a year for internal events.

• Proficiency (written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to excellent command of English, is highly appreciated.

• 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 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. The company publishes Ubuntu, a leading open source project and platform for AI, IoT, and cloud. Canonical recruits globally, sets a very high standard for people, and most colleagues work from home since 2004. Working here is a step into the future, challenging 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.