Customer Success - Team Manager

Canonical
Anywhere
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Leadership","Mentoring","Coaching","Analytical thinking","Cross-team collaboration","Diplomacy","Problem-solving","Adaptability"]

Lead Canonical’s Customer Success organization by mentoring and coaching a regional team, resolving escalated post-sales issues, and driving improvements through data-driven analysis of customer performance metrics. Own strategic planning for customer engagement, retention, and upsell/cross-sell opportunities, while partnering cross-functionally with Sales, Marketing, Product, and Support to enhance the end-to-end customer experience. Work remotely worldwide and support quarterly in-person team alignment.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Canonical
Canonical
4 months ago

Customer Success - Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Lead Canonical’s Customer Success organization by mentoring and coaching a regional team, resolving escalated post-sales issues, and driving improvements through data-driven analysis of customer performance metrics. Own strategic planning for customer engagement, retention, and upsell/cross-sell opportunities, while partnering cross-functionally with Sales, Marketing, Product, and Support to enhance the end-to-end customer experience. Work remotely worldwide and support quarterly in-person team alignment.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Provide mentoring and coaching to post-sales account management team members and support their growth through goal-setting and performance reviews.
  • •Analyze regional performance metrics and trends to identify opportunities for improvement and implement process changes to increase efficiency.
  • •Resolve escalated customer issues with timely, expert intervention to protect retention and drive success outcomes.
  • •Develop strategies to enhance customer engagement, improve retention rates, and support upsell/cross-sell efforts where appropriate.
  • •Collaborate with Sales, Marketing, Product development, and Support to align on customer needs, share feedback, and coordinate customer success activities.
Travel: Low travel

Pay and Benefits

Perks:Learning BudgetPaid LeaveMaternity LeavePaternity LeaveEmployee AssistancePriority Pass

Key Requirements

  • •Bachelor’s or equivalent degree in Business, Communication or a STEM subject.
  • •Proven track record delivering measurable Customer Success outcomes, including customer engagement and retention improvements.
  • •Knowledge and passion for Customer Success, revenue management, and technology; experience in SaaS or software industries.
  • •Experience growing and developing a CSM team, including performance reviews and coaching.
  • •Hands-on approach using data to drive team activities and continuous improvement.
Experience:SaaSSoftwareCustomer Success
Education:Bachelor's in Business, Communication or STEM
Skills:LeadershipMentoringCoachingAnalytical thinkingCross-team collaborationDiplomacyProblem-solvingAdaptability
Languages:EnglishJapaneseKoreanSpanishPortugueseGermanFrenchItalian

Company Brief

Canonical
Develops and maintains Ubuntu, a leading open-source Linux distribution, and provides cloud, IoT, and enterprise support, tooling, and services to enable deployment, management, and security of infrastructure and applications.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: London, United Kingdom
Founded: 2004
WebsiteLinkedIn