Customer Success - Team Manager

Overview

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. We partners with the world’s leading public cloud and silicon providers and industry leaders across many sectors. Canonical is founder‑led, profitable, and growing, with a culture of global distributed collaboration and very few office‑based roles.

Teams meet two to four times a year in person at interesting locations worldwide to align on strategy and execution.

This is a globally remote role.

• Strategic planning and analysis: Prepare communication plans, conduct team meetings, and share messages in broader management forums. Review key performance indicators and metrics regularly, develop strategies to enhance customer engagement, improve retention rates, drive upsells 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, working closely with team members to ensure timely resolution.
• Team management: Guide and support team members, help them navigate complex customer situations, improve their skills, and achieve their goals. Conduct regular performance reviews, recognize excellence, celebrate achievements, and set goals for individual growth.
• 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, establishing trusted communication channels across the organization.
• Documentation and reporting: Build content with your team and manager, ensuring changes are well documented with quality and attention to detail.

• Excellent academic results at 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, scientific.
• Creative problem‑solving and cross‑team collaboration.
• Experience growing and developing a CSM team.
• Hands‑on data‑driven approach to team activities and continuous improvement.
• Willingness to travel up to four times a year for internal events.

• Proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent command of English.

• Distributed work environment with twice‑yearly team sprints in person – we’ve been working remotely since 2004.
• 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 and upgrades for long‑haul company events.

Canonical is a pioneering tech firm leading the global shift to open source. As the publisher of 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.

Most colleagues work from home since its inception in 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer. We 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.

Mid‑Senior level

Full‑time

Other

Software Development