Customer Success - Team Manager

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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. 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.

Globally remote.

To support Canonical's growth, we are expanding our Customer Success Management (CSM) team worldwide and recruiting leaders to help manage CSMs across regions. The role involves mentoring, coaching, and driving high‑performing teams, analyzing regional performance metrics, identifying opportunities for improvement, and collaborating cross‑functionally with Sales, Marketing, Product Development, and Support.

• Strategic planning and analysis – prepare communication plans, conduct team meetings, and regularly review key performance indicators to enhance customer engagement and drive retention, upsell or cross‑sell opportunities.
• Customer interactions and support to your team – resolve escalated customer issues requiring expertise or intervention and work closely with team members to ensure timely resolution.
• Team management – guide and support team members, conduct performance reviews, identify improvement areas, celebrate excellence, recognise achievements, and set individual growth goals.
• Cross‑functional collaboration – collaborate with Sales, Marketing, Product Development, and Support to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting – create and maintain high‑quality documentation, develop content with the team and manager, and ensure changes are well documented.

• Excellent academic results from 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, and 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 four times a year for internal events.

• Proficiency in additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, besides excellent command of 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 travel upgrades for long‑haul company events.

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 cloud, we are changing the world of software. We recruit globally and hold a high standard for people joining the company. Most colleagues work from home, and the role offers a chance to explore new skills and challenges.

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.