Job Description

About Canonical

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.

Customer Success - Team Manager

We are hiring a Customer Success - Team Manager. To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions.

Location

Globally remote

Responsibilities

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly reviewing key performance indicators and metrics is your baseline. You 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: you resolve escalated customer issues requiring expertise or intervention. You work closely with your team members to ensure timely resolution.
• Team management: you are passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You are ready for regular performance reviews with team members. While your help in identifying areas for improvement is key, you are asked to celebrate excellence, recognise your team's achievements, and set goals for individual growth within the team.
• Cross-functional collaboration: collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You establish trustworthy channels of communication across the board.
• Documentation and reporting: you are allowed to be creative! While building content with your team and your manager, you also ensure the changes are well documented, instilling quality and attention to detail in all you do.

Qualifications

• 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 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 skills

• Proficiency (written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English

Benefits

• 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 travel upgrades for long haul company events

Equal Opportunity Employer

Canonical is an equal opportunity employer. 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.

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