Customer Success - Team Manager

About the Position

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 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.

We are hiring a Customer Success - Team Manager to support Canonical's growth by expanding our CSM team globally and recruiting leaders to drive our Customer Success teams regionally. We consider our Customer Success operations an exceptional tool to sustain revenue retention and growth, placing excellence in delivering outstanding customer services in the new technologies sector. As such, we are looking for exceptional candidates with proven track records in Customer Success management and an obvious passion for new technologies.

Responsibilities

• Strategic planning and analysis: Prepare communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly review key performance indicators and metrics. Develop strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success.
• Customer interactions and support to your team: Resolve escalated customer issues requiring expertise or intervention ensuring timely resolution.
• Team management: Guide and support your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. Conduct regular performance reviews with team members, identifying areas for improvement/development as well as celebrating excellence, recognizing team achievements, and setting goals for individual growth.
• Cross-functional collaboration: Collaborate with other departments, such as Sales, Marketing, Product development, and Support, to ensure alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. Establish trustworthy channels of communication across the board.
• Documentation and reporting: Be creative! While building content with your team and your manager, ensure changes are well documented, instilling quality and attention to detail in all you do.

Requirements

• Excellent academic results at school and university
• Bachelor’s or equivalent degree in Business, Communication, or STEM subject
• Knowledge and passion for Customer Success, revenue management, and technology, experience in SaaS or software industries
• Track record of bringing exceptional Customer Success experience 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

Nice to Have

• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, or French

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 from your team and others
• Priority Pass for travel

About the Company

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.

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.

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