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. We work with the world’s leading public cloud and silicon providers, and industry leaders in many sectors. Canonical is founder‑led, profitable, and growing, with more than 1,000 colleagues in over 70 countries.

We meet two to four times a year in person at interesting locations worldwide to align on strategy and execution while enabling a largely remote work environment.

We are hiring a Customer Success – Team Manager to lead a growing team of Customer Success Managers across regions. Your role will be pivotal in sustaining revenue retention and growth, delivering outstanding customer services in the new‑technology sector. Ideal candidates have a proven track record in Customer Success, have evolved from a Customer Success Manager role, and possess a passion for emerging technologies.

• 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, and drive upsells or cross‑sell opportunities.
• Customer interactions and support to your team: Resolve escalated customer issues requiring expertise or intervention and work closely with your team 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 and set growth goals.
• Cross‑functional collaboration: Partner 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 content with your team, ensure changes are well documented, and instill quality and attention to detail in all communications.

• 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 in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English.

• 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 from your team and others.
• Priority Pass for travel and travel upgrades for long‑haul company events.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Software Development

Canonical is an equal‑opportunity employer. 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.