Customer Success – Team Manager

🕒 March 25

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Canonical

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

Open Source • Cloud • AI

Canonical is the company behind Ubuntu, the world's most popular open-source operating system, which provides fast, modern, and secure Linux solutions for desktops, servers, and cloud environments. They offer a comprehensive set of products and services, including Ubuntu Desktop, Ubuntu Server, cloud solutions such as OpenStack, and tools for managing containerized applications with Kubernetes. Canonical focuses on making open-source technology reliable and accessible across various industries, from IoT and AI to enterprise infrastructure.

📋 Description

• 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 will develop strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success. • Customer interactions and support to your team: resolve escalated customer issues requiring expertise or intervention ensuring timely resolution. • Team management: passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. Conducting regular performance reviews with team members you will also help identifying areas for improvement/development as well as celebrating excellence, recognising team achievements, and setting goals for individual growth. • Cross-functional collaboration: collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You will establish trustworthy channels of communication across the board. • Documentation and reporting: you are allowed to be creative! While building content with your team and your manager, you will also ensure the changes are well documented, instilling quality and attention to detail in all you do.

🎯 Requirements

• Excellent academic results at school and university • Bachelor’s or equivalent degree in Business, Communication or STEM subject • 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

🏖️ Benefits

• Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004! • 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 from your team and others • Priority Pass for travel