Customer Success - Team Manager

Canonical; México; Presencial; MXN 1.572.052 - 2.096.070; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Personal learning and development budget of USD 2,000 per year

Annual compensation review

Maternity and paternity leave

Employee Assistance Programme

Descripción de la vacante

Canonical seeks a Customer Success – Team Manager to lead strategic customer engagement efforts and team management. This remote position allows you to enhance retention rates, drive upsells, and foster cross-functional collaboration with Sales, Marketing, and Product Development.

The ideal candidate will have a relevant degree, experience in SaaS, and a proven track record in customer success. Benefits include a personal learning budget and a distributed work environment ensuring flexibility while achieving business goals.

Formación

• Track record of delivering exceptional Customer Success results.
• Experience growing and developing a Customer Success Management team.
• Willingness to travel up to four times a year for internal events.

Responsabilidades

• Prepare communication plans and key performance indicators.
• Resolve escalated customer issues requiring expertise.
• Conduct regular performance reviews and celebrate team excellence.
• Collaborate with Sales, Marketing, Product Development, and Support.
• Create and maintain clear content and documentation.

Conocimientos

Customer Success Management

Team Leadership

Cross-functional Collaboration

Data Analysis

Educación

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

Descripción del empleo

Canonical is a leading provider of open source software and operating systems worldwide. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.

Customer Success – Team Manager

Location: Remote positions available in the APAC and AMER regions.

Key Responsibilities

• Strategic planning and analysis: prepare communication plans, team meetings, and other messages shared in broader management forums; review key performance indicators and metrics; develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross‑sells, and increase customer success.
• Customer interactions and support to your team: resolve escalated customer issues requiring expertise or intervention, ensuring timely resolution.
• Team management: guide and support team members, help them navigate complex customer situations, improve skills, and achieve goals; conduct regular performance reviews, identify areas for improvement, celebrate excellence, and set individual growth goals.
• Cross‑functional collaboration: collaborate with Sales, Marketing, Product Development, and Support to align on customer needs, share feedback, and coordinate efforts to drive customer success.
• Documentation and reporting: create and maintain clear content and documentation with your team and manager; ensure changes are well documented and quality is upheld.

Qualifications

• Excellent academic results at school and university.
• Bachelor’s or equivalent degree in Business, Communication, or a STEM subject.
• Knowledge and passion for Customer Success, revenue management, and technology; experience in SaaS or software industries.
• Track record of delivering exceptional Customer Success results.
• Commitment to continuous learning and improvement – curious, flexible, scientific.
• Creative problem‑solving and cross‑team collaboration skills.
• 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 four times a year for internal events.

Nice‑to‑Have Skills

• Proficiency (written and spoken) in Japanese, Korean, Spanish, Portuguese, or French is valued.

Benefits

• 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 for travel.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, one of the most important open source projects, it is shaping the future of software.

Canonical is an equal opportunity employer. We foster a workplace free from discrimination and welcome applicants from all backgrounds.