Customer Success - Team Manager

About the Role

Canonical is seeking an experienced Customer Success Team Manager to lead and scale our regional CSM teams. You will play a pivotal role in driving revenue retention, ensuring customer excellence, and mentoring a high-performing team in a fast-paced, open-source environment.

Key Responsibilities

• Strategic Planning: Develop and execute strategies to enhance customer engagement, retention, and expansion (up-sell/cross-sell).
• Team Leadership: Mentor, coach, and conduct performance reviews for team members, fostering individual growth and team success.
• Operational Excellence: Analyze regional performance metrics to identify trends, implement process improvements, and drive efficiency.
• Cross-Functional Collaboration: Partner with Sales, Marketing, Product, and Support teams to ensure alignment and a seamless customer experience.
• Escalation Management: Provide expert intervention for complex customer issues to ensure timely resolution.
• Documentation: Maintain high-quality documentation for processes and team communications.

What We Are Looking For

• Bachelor’s degree in Business, Communication, or a STEM field.
• Proven track record in Customer Success management, ideally within the SaaS or software industry.
• Strong analytical skills with a hands-on approach to data-driven decision-making.
• Experience growing and developing high-performing CSM teams.
• Excellent communication skills and a passion for new technologies.
• Ability to travel up to 4 times a year for internal team sprints.
• Nice to have: Proficiency in Japanese, Korean, Spanish, Portuguese, or French.

What We Offer

• Distributed work environment with a long history of remote operations.
• Annual compensation review and performance-driven bonuses.
• USD 2,000 annual personal learning and development budget.
• Global travel opportunities for team alignment and strategy meetings.
• Comprehensive benefits including holiday leave, parental leave, and an Employee Assistance Programme.