Job Description

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the worlds 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.

The company is founder led, profitable and growing.

We are hiring a Customer Success - Team Manager.

To support Canonicals growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions. 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 and an obvious passion for new technologies. Ideally, you have been a Customer Success Manager at one point in your career and naturally evolved to a leading position.

You will enjoy this role if you are organised, persistent, analytical, diplomatic, a listener, hardworking, and determined to grow your skills and teams. As a lead, you are to provide mentoring, coaching in postsales account management and feedback to team members. You play a crucial role in proactively identifying areas of improvement and implementing process change, driving highperforming teams. You are comfortable dealing with ambiguity and quickly adapt to changes. You seek collaboration with other teams to enhance the overall customer experience. Your key responsibility is to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives. You will work handinhand with the Head of Customer Success.

CSMs engage a diverse customer base and follow diverse CSM motions to provide the appropriate level of focus for every customer. The right candidate would adapt to this diversity and bring broad experience to the team.

Location: This is a globally remote role.

Key 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 upsells or crosssells where appropriate, and ultimately increase customer success.
• Customer interactions and support to your team: Resolve escalated customer issues requiring expertise or intervention. Work closely with your team members to ensure 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. Identify areas for improvement, celebrate excellence, recognize achievements, and set goals for individual growth.
• Cross?functional collaboration: Collaborate with other departments such as Sales, Marketing, Product development, and Support to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting: Build and maintain content with your team and manager, ensuring changes are documented with quality and attention to detail.

What we are looking for in you

• Excellent academic results at school and university
• Bachelors 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

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance?driven annual bonus. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• 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

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 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.

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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