Hiring: Customer Success - Team Manager
Company: Canonical
Location: APJ (Asia-Pacific & Japan) / Remote
Employment Type: Full-time
Seniority Level: Senior level (Manager)
Estimated Salary: $95,000 - $135,000 per year (Plus performance-driven annual bonus)
Industry: Computer Software / Open Source Technology
Company Overview
Canonical is a pioneering, global technology corporation at the absolute forefront of the enterprise shift toward open-source architectures.
As the publisher of Ubuntu, the world's premier operating system platform powering public cloud infrastructure, data science models, advanced AI engineering, and IoT networks, Canonical safeguards systems for the world's leading silicon and cloud providers.
Operating as a highly successful, founder-led distributed enterprise since 2004, the firm boasts over 1,000 specialists across 70+ countries.
Canonical leverages a fully remote structure punctuated by global, high-impact in-person strategic alignment sprints held in dynamic international locations multiple times a year.
Key Responsibilities
Lead, mentor, and structurally scale a high-performing regional team of Customer Success Managers (CSMs) across the APJ sector to secure maximum revenue retention and net-expansion growth.
Architect regional strategic communication structures, performance timelines, and analytical execution roadmaps in direct alignment with the Global Head of Customer Success.
Intervene directly as the escalation authority to resolve complex corporate account issues, mitigating attrition risks through diplomatic stakeholder alignment.
Monitor key performance indicators (KPIs), parse regional metrics, and map operational data trends to implement efficiency shifts and up-sell/cross-sell initiatives.
Drive deep cross-functional collaboration across Sales, Product Engineering, Marketing, and Technical Support channels to streamline overall customer experience pipelines.
Conduct regular formal performance appraisals, manage individual development trajectories, and compile robust content and process documentation with high attention to detail.
Experience & Qualifications
Minimum of 5+ years of proven leadership experience managing, coaching, and growing enterprise-level Customer Success or account management teams.
Demonstrated track record of scaling post-sales customer retention and expanding net revenue metrics within the SaaS, open-source software, or enterprise IT sectors.
Excellent, verifiable academic results across secondary and higher education institutions.
Highly comfortable managing multi-cultural customer bases across complex, ambiguous, and rapidly changing remote software environments.
Complete willingness and structural flexibility to travel internationally up to 4 times a year for high-level global internal team events.
Bachelor’s or equivalent degree in Business Administration, Communications, or a matching STEM discipline.
Technical Skills Required
Deep functional knowledge of enterprise open-source operating platforms, cloud ecosystems, and modern software-as-a-service (SaaS) business models.
Advanced proficiency in data parsing toolsets and customer success management applications (e.g., Gainsight, Totango, Salesforce CRM).
Strong competence utilizing data-driven trend analysis to orchestrate daily team actions and operational continuous improvements.
Exceptional command of written and spoken business English; multilingual fluency in regional languages such as Japanese or Korean is highly valued.
Apply Now
To claim this strategic leadership role within our global open-source enterprise, please submit your academic credentials, comprehensive resume, and leadership portfolio via our dedicated corporate talent portal.
Canonical offers competitive location-adjusted baseline pay, performance bonuses, a personal learning budget of $2,000 per year, global Priority Pass benefits, and twice-yearly in-person international company sprints.