Job Description

Customer Success - Team Manager at Canonical.

We are hiring a Customer Success - Team Manager at Canonical. You will lead and grow a global team of Customer Success Managers, ensuring excellent service and sustainable revenue growth.

Key Responsibilities

• Strategic planning and analysis: Prepare communication plans, conduct team meetings, review KPIs, and develop strategies to enhance engagement, retention, upsells, and overall success.
• Customer interactions and support: Resolve escalated customer issues and work closely with your team to ensure timely resolutions.
• Team management: Mentor, coach, conduct performance reviews, celebrate excellence, recognize achievements, and set individual growth goals.
• Cross?functional collaboration: Partner with Sales, Marketing, Product Development, and Support to align on customer needs and drive success.
• Documentation and reporting: Build content with your team, document changes, and maintain quality and detail.

Qualifications

• Excellent academic results at school and university.
• Bachelors 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 outstanding customer success results.
• Commitment to continuous learning and improvementcurious, 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.

Nice?to?Have Skills

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

What We Offer

• 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.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass for travel and upgrades for company events.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. The company publishes Ubuntu, a platform for AI, IoT, and cloud, and manages a global team of over 1?000 colleagues across 70+ countries.

Equal Opportunity Employer

Canonical is an equal?opportunity employer. We foster a workplace free from discrimination and value diversity of experience, perspective, and background. Whatever your identity, we will give your application fair consideration.

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