About this role
Job title: Customer Success - Team Manager
About the Role Canonical is expanding its Customer Success team globally and is hiring a Customer Success - Team Manager to lead and develop post-sales account management across APAC and AMER regions. The role emphasizes mentoring, coaching, process improvements, and close collaboration with the Global Head of Customer Success to drive retention and revenue growth in a diverse, globally distributed customer base. This is a remote role with limited in-person alignment meetings, designed for leaders who can navigate ambiguity and build high-performing teams.
What You'll Do
- Provide mentoring, coaching, and feedback to team members in post-sales account management.
- Proactively identify areas for improvement and implement process changes to drive high-performing teams.
- Analyze regional performance metrics, identify trends and opportunities, and implement changes to increase efficiency and achieve business objectives.
- Collaborate with other teams to enhance the overall customer experience.
- Work closely with the Global Head of Customer Success to drive results.
- Engage with a diverse customer base, pivoting across cultures, locations, and focus areas.
- Participate in strategic planning and analysis: prepare communication plans, lead team meetings, and craft messages for broader management forums.
- Regularly review key performance indicators and metrics, and develop strategies to improve engagement, retention, and appropriate up-sell or cross-sell opportunities.
- Adapt to ambiguity and change, and help teams navigate evolving priorities.
What We're Looking For
- Proven track record in Customer Success management and in leading and developing teams.
- Experience mentoring and coaching in post-sales account management.
- Strong analytical skills with the ability to analyze regional metrics, identify trends, and drive improvements.
- Excellent cross-functional collaboration and stakeholder engagement across cultures and geographies.
- Organized, persistent, analytical, diplomatic, a good listener, and hardworking.
- Passion for new technologies and the open-source/Ubuntu ecosystem, with a customer-first mindset.
- Ability to operate effectively in a remote, global, and multi-cultural environment.