Customer Success - Team Manager

About Canonical

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 – 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.

This is a globally remote role.

We are hiring a Customer Success – Team Manager to lead our global Customer Success Managers across regions. The role is focused on driving excellence in customer service, sustaining revenue retention and growth, and building high‑performing teams.

• Strategic planning and analysis
  : prepare communication plans and messages for broader management forums, review KPIs, develop strategies to enhance customer engagement, improve retention, and drive upsells or cross‑sells.
• Customer interactions & support
  : resolve escalated customer issues and work with the team to ensure timely resolution.
• Team management
  : guide and support team members, conduct performance reviews, celebrate excellence, recognise achievements, and set individual growth goals.
• Cross‑functional collaboration
  : coordinate with Sales, Marketing, Product, and Support to align on customer needs and share feedback.
• Documentation & reporting
  : create and maintain clear documentation, ensuring high quality and attention to detail.

• Excellent academic results at school and university.
• Bachelor’s or equivalent degree in Business, Communication, STEM or related field.
• 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 use of data to drive team activities and continuous improvement.
• Willingness to travel up to 4 times a year for internal events.

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

• 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 long‑haul company events.

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.