Manager Americas - Customer Success

Canonical; Sherbrooke; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading provider of open source software is seeking a Manager for Customer Success in the Americas. This remote role involves strategic planning, team management, and cross-functional collaboration to enhance customer engagement and retention. Ideal candidates will have a strong background in Customer Success and a passion for technology, alongside proven leadership skills.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review and performance bonuses

Employee Assistance Programme

Travel opportunities and upgrades

Qualifications

• Proven track record of delivering exceptional Customer Success results.
• Experience in growing and developing a CSM team.

Responsibilities

• Preparing communication plans and management reports.
• Resolving escalated issues and supporting team members.
• Guiding and conducting performance reviews.

Skills

Customer Success

Problem Solving

Collaboration

Data-driven Mindset

Education

Bachelor's or equivalent in Business, Communication, or STEM

Job description

Join to apply for the Manager Americas - Customer Success role at Canonical.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and few office-based roles. Teams meet 2-4 times yearly in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

We are hiring a Customer Success Regional Team Manager.

To support Canonical's growth, we are expanding our CSM team globally and recruiting leaders to guide our Customer Success Managers across regions. Our Customer Success operations are key to revenue retention and growth, focusing on delivering outstanding customer service in new technologies. We seek candidates with proven Customer Success experience and a passion for technology, ideally with prior CSM roles leading to managerial positions.

This role suits organized, persistent, analytical, diplomatic, and hardworking individuals eager to grow their skills and teams. You will mentor and coach team members, identify improvement areas, implement process changes, and work closely with the Head of Customer Success. You will analyze regional performance metrics, identify trends and opportunities, and drive efficiency to meet business goals.

CSMs engage diverse customers and adapt their approach accordingly. The ideal candidate will bring broad experience to handle this diversity.

Location: This is a globally remote role.

The role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management reports; reviewing KPIs; developing strategies to enhance customer engagement, retention, and upselling.
2. Customer interactions and support: resolving escalated issues and supporting team members.
3. Team management: guiding, supporting, and conducting performance reviews; recognizing achievements and setting growth goals.
4. Cross-functional collaboration: working with Sales, Marketing, Product, and Support teams to align efforts and share feedback.
5. Documentation and reporting: creating content, ensuring quality, and maintaining detailed records.

Qualifications:

• Excellent academic results at school and university.
• Bachelor's or equivalent in Business, Communication, or STEM.
• Knowledge and passion for Customer Success, SaaS, or software industries.
• Proven track record of delivering exceptional Customer Success results.
• Commitment to continuous learning, curiosity, flexibility, and scientific approach.
• Creative problem-solving and collaboration skills.
• Experience in growing and developing a CSM team.
• Data-driven mindset for team activities and improvements.
• Willingness to travel up to 4 times a year for internal events.

Nice-to-have skills:

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Additional benefits reflecting our values, including leave, parental leave, Employee Assistance Programme, travel opportunities, and travel upgrades.

About Canonical:

Canonical pioneers open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer: We value diversity and provide fair consideration regardless of background or identity.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development