Customer Success - Team Manager
Job description
Customer Success - Team Manager at Canonical, leading and developing a regional Customer Success team in APAC. The role focuses on strategic planning, performance metrics, team coaching, and cross-functional collaboration to drive retention and growth.
At a glance
- Employment
- Full-time
- Work mode
- Remote · APAC
- Languages
- English
What you'll do
- Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums
- Regularly reviewing key performance indicators and metrics
- Developing strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success
- Resolving escalated customer issues requiring expertise or intervention ensuring timely resolution
- Team management: guiding and supporting team members, helping them navigate complex customer situations, improve their skills, and achieve their goals
- Conducting regular performance reviews with team members, identifying areas for improvement/development, celebrating excellence, recognising team achievements, and setting goals for individual growth
- Cross-functional collaboration with departments such as Sales, Marketing, Product development, and Support to ensure alignment on customer needs, feedback sharing, and coordinated efforts
- Establishing trustworthy channels of communication across the board
- Documentation and reporting: building content with the team and manager and ensuring changes are well documented
- Analyzing regional performance metrics, identifying trends and opportunities for improvement, and implementing changes to increase efficiency and achieve business objectives
- Working in close collaboration with the Global Head of Customer Success to drive results
What we're looking for
- 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
Nice to have
- Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, or French
Your team
Customer Success
Canonical's Customer Success teams, expanding globally with regional leaders supporting and driving Customer Success teams regionally
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 from your team and others
- Priority Pass for travel
- Performance-driven annual bonus
Apply
About Canonical
A pioneering tech firm at the forefront of the global move to open source
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Its platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and very few office based roles.
Mission
Changing the world of software through open source, publishing Ubuntu as the platform for AI, IoT and the cloud
Key facts
- 1000+ colleagues
- Open source software and operating systems
- Publishes Ubuntu
- 1000+ colleagues in 70+ countries
- Founder led, profitable and growing
- Working remotely since 2004
- Teams meet two to four times yearly in person
What they value
- Excellence
- Continuous learning and improvement
- Curious, flexible, scientific
- Diversity