Customer Success Team Manager

Summary

Join Canonical's growing Customer Success team as a Regional Team Manager! This globally remote role focuses on leading and mentoring a team of Customer Success Managers, driving regional performance, and fostering collaboration across departments. You will be responsible for strategic planning, customer support, team management, cross-functional collaboration, and documentation. Ideal candidates possess proven success in Customer Success, a passion for technology, and experience leading teams. Canonical offers a competitive compensation package, including a performance-driven bonus, personal learning budget, and various benefits.

Requirements

• 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

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 are passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You are ready for regular performance reviews with team members. While your help in identifying areas for improvement is key, you are asked to celebrate excellence, recognise your team's achievements, and set goals for individual growth within the team
• 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 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 also ensure the changes are well documented, instilling quality and attention to detail in all you do

Preferred Qualifications

We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

Benefits

• 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
• 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 and travel upgrades for long haul company events