Customer Success
hace 7 días
Join to apply for the Customer Success - Team Manager role at 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. We are hiring a Customer Success - Team Manager to support Canonical’s growth by leading a global CSM team. This is a globally remote role. 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 guide and support your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You conduct regular 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, share feedback, and coordinate efforts to drive customer success. Documentation and reporting: you build content with your team and manager, ensuring changes are well documented and that quality and attention to detail are maintained. 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, in addition to excellent command of English. Benefits Distributed work environment with twice‑yearly team sprints in person. 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. Priority Pass and travel upgrades for long‑haul company events. 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. Canonical is an equal opportunity employer. #J-18808-Ljbffr
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