Customer Success - Team Manager

Customer Success - Team Manager

Location : This is a globally remote role.

The role entails :

• 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. Regularly reviewing key performance indicators and metrics is your baseline. You develop strategies to enhance customer engagement, improve retention rates, drive upsells or cross‑sells where appropriate, and ultimately increase customer success.
• Customer interactions and support to your team : you resolve escalated customer issues requiring expertise or intervention. You work closely with your team members to ensure timely resolution.
• Team management : you are passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. You are ready for regular performance reviews with team members. While your help in identifying areas for improvement is key, you are asked to celebrate excellence, recognise your team's achievements, and set goals for individual growth within the team.
• Cross‑functional collaboration : collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You establish trustworthy channels of communication across the board.
• Documentation and reporting : you are allowed to be creative! While building content with your team and your manager, you also ensure the changes are well documented, instilling quality and attention to detail in all you do.

What we are looking for in you

Nice‑to‑have skills

What we offer you

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products.

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Other

Industries : Software Development

Location : Auckland, Auckland, New Zealand

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