Job Description

Customer Success - Team Manager

Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. We are hiring a Customer Success - Team Manager to support our growth and lead a global team of Customer Success Managers.

Location: Globally remote.

The Role

• Strategic planning and analysis : preparing communication plans, team meetings, reviewing KPIs, driving engagement, retention and upsells.
• Customer interactions and support : resolving escalated customer issues and working closely with the team.
• Team management : guiding and supporting team members, conducting performance reviews, celebrating excellence.
• Cross?functional collaboration : working with Sales, Marketing, Product and Support.
• Documentation and reporting : creating high?quality documentation and reports.

Responsibilities

• Analyze regional performance metrics, identify trends and opportunities.
• Implement changes to increase efficiency and achieve business objectives.
• Co?work with the Head of Customer Success.
• Provide coaching, mentoring and feedback to team members.

Qualifications

• Excellent academic results.
• Bachelors degree in Business, Communication or STEM.
• 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.
• Creative problem?solving and cross?team collaboration.
• Experience growing and developing a CSM team.
• Hands?on approach to using data to drive team activities.
• Willingness to travel up to 4 times a year.

Nice?to?have skills

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French or Italian.

Benefits

• 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.
• Priority Pass for travel and upgrades.

About Canonical

Canonical is a pioneering tech firm, the publisher of Ubuntu, one of the most important open source projects. We recruit globally and set a high standard for people joining our company.

Equal Opportunity Employer

Canonical is an equal?opportunity employer. We foster a workplace free from discrimination and provide fair consideration to all applicants.

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