Customer Success - Team Manager

Canonical is seeking a Customer Success Team Manager to lead and expand its global Customer Success team. This role involves mentoring Customer Success Managers, analyzing regional performance metrics, and implementing strategies to enhance customer engagement and retention. The position is fully remote, offering the opportunity to work with a diverse customer base across various industries.

Key responsibilities include developing communication plans, conducting team meetings, and preparing strategic messages for management forums. The manager will resolve escalated customer issues, support team members in complex situations, and collaborate with departments such as Sales, Marketing, Product Development, and Support to align on customer needs and drive success. Additionally, the role involves documenting processes and ensuring quality and attention to detail in all activities.

Candidates should possess a bachelor's degree in Business, Communication, or a STEM field, along with a strong passion for customer success, revenue management, and technology. Experience in SaaS or software industries, a proven track record in customer success, and a commitment to continuous learning are essential. The role requires creative problem-solving skills, cross-team collaboration, experience in growing and developing a customer success team, and a hands-on approach to using data for continuous improvement. Willingness to travel up to four times a year for internal events is also necessary.

Canonical offers a distributed work environment with twice-yearly in-person team sprints, a personal learning and development budget of USD 2,000 per year, annual compensation reviews, recognition rewards, annual holiday leave, maternity and paternity leave, an Employee Assistance Programme, opportunities to travel to new locations to meet colleagues, and a Priority Pass for travel.