Customer Success - Team Manager

Overview

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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. 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 Canonical's 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, hard-working, and determined to grow your skills and teams. As a lead, you are to provide mentoring, coaching in post-sales account management and feedback to team members. You play a crucial role in proactively identifying areas of improvement and implementing process change, driving high-performing 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 hand-in-hand 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

The role entails

• Strategic planning and analysis : preparing 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 where appropriate, and increase customer success.
• Customer interactions and support to your team : resolve escalated customer issues requiring expertise or intervention. Work closely with your team 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 goals for individual growth.
• Cross-functional collaboration : collaborate with Sales, Marketing, Product development, and Support to align on customer needs, feedback sharing, and coordinated efforts to drive customer success. Establish trustworthy channels of communication across the board.
• Documentation and reporting : build content with your team and manager, ensure changes are well documented, and maintain quality and attention to detail.

What we are looking for in you

Nice-to-have skills

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.

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.

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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