Customer Success - Team Manager

Job Overview

Canonical is a leading provider of open source software and operating systems, best known for Ubuntu. We are expanding our Customer Success Management (CSM) team and looking for a Team Manager to lead and grow a global CSM team.

Location : Globally Remote.

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Other

Key Responsibilities

• Strategic planning and analysis : prepare communication plans, team meetings, and other messages shared in broader management forums; regularly review key performance indicators and metrics; develop strategies to enhance customer engagement, improve retention, drive upsells or cross‑sells.
• Customer interactions and support : resolve escalated customer issues requiring expertise; work 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, 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 and coordinate efforts to drive customer success.
• Documentation and reporting : build and maintain content and documentation with your team and manager; ensure changes are well documented and quality-driven.

Qualifications

Nice‑to‑have skills

Benefits

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu, one of the most important open‑source projects and the platform for AI, IoT and the cloud. We recruit on a global basis and set high standards for people joining the company.

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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