Customer Success Team Manager

Job overview

The Customer Success Team Manager is a remote role available in the APAC and AMER regions. Compensation is not specified; the posting describes a performance-driven annual bonus in addition to base pay. The role supports Canonical’s regional Customer Success teams as the company expands its customer success operations for its open-source software and technology business. The manager develops team capability and customer outcomes by coaching team members, reviewing regional performance, resolving escalated customer issues, and improving processes. The role also coordinates with Sales, Marketing, Product, and Support to strengthen customer engagement, retention, and success.

What you'll do

• Prepare communication plans, team meetings, and management updates
• review performance indicators and metrics
• develop strategies to improve customer engagement and retention and support appropriate upsell or cross-sell activity
• resolve escalated customer issues
• coach, mentor, and review team members
• collaborate with Sales, Marketing, Product, and Support
• document changes and prepare reports
• travel up to four times a year for internal events.

What we're looking for

Skills & competencies

customer success team manager

customer success

team leadership

customer retention

account management

performance metrics

coaching and mentoring

open-source software

ubuntu

remote

apac

amer

annual bonus

canonical

Work arrangement

• Weekend coverage required

Benefits & perks

• Annual performance bonus, USD 2,000 yearly learning and development budget, annual compensation review, recognition rewards, holiday leave, parental leave, Employee Assistance Programme, and travel opportunities.
• Priority Pass is also listed.

Why this role

Remote opportunities are listed for APAC and AMER regions. The posting describes a distributed work environment and travel up to four times yearly for internal events.

About the employer

Canonical is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.