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Customer Success - Team Manager 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 enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office‑based roles. We are hiring a Customer Success – Team Manager to support Canonical’s growth. In this role you will lead a global team of Customer Success Managers, driving high‑performing teams and ensuring outstanding customer services in the new technologies sector. Key Responsibilities - Strategic planning and analysis: prepare communication plans, conduct team meetings, set KPIs and develop strategies to enhance customer engagement, improve retention rates, and drive upsells or cross‑sell opportunities. - Customer interaction and support: resolve escalated customer issues requiring expertise, and work closely with team members to ensure timely resolution. - Team management: guide and support team members, conduct performance reviews, celebrate excellence, recognise achievements, and set goals for individual growth. - Cross‑functional collaboration: collaborate with Sales, Marketing, Product Development and Support to align on customer needs and feedback sharing. - Documentation and reporting: generate quality documentation and keep change logs to ensure clarity and attention to detail. Qualifications - Excellent academic results and a 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 outcomes. - Commitment to continuous learning, curiosity, flexibility and a scientific approach. - Creative problem‑solving and cross‑team collaboration skills. - Experience growing and developing a CSM team. - Hands‑on data‑driven approach for continuous improvement. - Willingness to travel up to four times a year for internal events. Nice‑to‑have - Proficiency in Japanese, Korean, Spanish, Portuguese, German, French or Italian, in addition to excellent English. What We Offer - Distributed work environment with bi‑annual in‑person team sprints. - Personal learning and development budget of USD 2,000 per year. - Annual compensation review. - Recognition rewards. - Annual holiday leave. - Parental leave. - Employee Assistance Programme. - Travel opportunities to meet colleagues worldwide. - Priority Pass for travel and upgrades for long‑haul company events. About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. By publishing Ubuntu, the platform for AI, IoT and cloud, Canonical is changing the world of software. 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. #J-18808-Ljbffr
