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.

Location: This is a globally remote role.

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly reviewing key performance indicators and metrics is your baseline. You develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross‑sells where appropriate, and ultimately increase customer success.
• Customer interactions and support to your team: you resolve escalated customer issues requiring expertise or intervention and work closely with your team members to ensure timely resolution.
• Team management: you guide and support your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You conduct regular performance reviews, celebrate excellence, recognize achievements, and set goals for individual growth.
• Cross‑functional collaboration: collaboration with Sales, Marketing, Product Development, and Support is essential to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting: you build content with your team and manager, ensuring that changes are well documented and instilling quality and attention to detail in all you do.

• 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.

• Proficiency (written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English.

• Distributed work environment with twice‑yearly team sprints in person; remote work 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 from your team and others.
• Priority Pass for travel and travel 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 on a global basis and set a very high standard for people joining the company.

We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

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