• To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to help our team of Customer Success Managers across regions
• Strategic planning and analysis: prepare communication plans, team meetings, and other messages shared in broader management forums; set success metrics; develop strategies to enhance engagement, retention, upsells or cross-sells
• Customer interactions and support: resolve escalated customer issues requiring expertise or intervention; work closely with team members to ensure timely resolution
• Team management: guide and support team members; conduct performance reviews; celebrate excellence; set individual growth goals
• Cross?functional collaboration: collaborate with Sales, Marketing, Product Development, and Support; align on customer needs and feedback

Documentation and reporting: build content with the team; ensure changes are well documented; instill quality and attention to detail on approach to using data to drive team activities and continuous improvement

• Excellent academic results at school and university
• Bachelors 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 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?

Willingness to travel up to 4 times a year for internal events

Proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English

• Distributed work environment with twice?yearly in?person team sprints
• 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

Priority Pass and travel upgrades for long?haul events