Remote Global Customer Success Team Lead

Canonical; Colombia; Presencial; COP 291.658.564 - 453.691.100; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Distributed work environment

Annual learning budget USD 2,000

Annual compensation review

Recognition rewards

Annual holiday leave

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities

Priority Pass for travel

Descripción de la vacante

Canonical is seeking a Customer Success - Team Manager to lead and grow our global CSM teams. This remote role supports APAC and AMER regions, guiding customer success strategies, and ensuring high retention and value realization for customers using our SaaS platform.

You will mentor and evaluate team members, drive data-informed decisions, collaborate with Sales, Product and Support, and report on KPIs. Willingness to travel up to four times a year for internal events is required.

Formación

• 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

Responsabilidades

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success.
• Customer interactions and support for your team: resolve escalated customer issues requiring expertise or intervention ensuring timely resolution.
• Team management: guiding and supporting team members, conducting regular performance reviews, and setting development goals.
• Cross-functional collaboration: alignment with Sales, Marketing, Product, and Support for coordinated customer success efforts.
• Documentation and reporting: building content with your team and manager and ensuring changes are well documented.

Conocimientos

Leadership

Cross-team collaboration

Strategic planning

Data-driven decision making

Communication

Educación

Bachelor’s or equivalent degree in Business, Communication or STEM subject

Descripción del empleo

Canonical is seeking a Customer Success - Team Manager to lead and grow our global CSM teams. This remote role supports APAC and AMER regions, guiding customer success strategies, and ensuring high retention and value realization for customers using our SaaS platform.

You will mentor and evaluate team members, drive data-informed decisions, collaborate with Sales, Product and Support, and report on KPIs. Willingness to travel up to four times a year for internal events is required.