Manager Americas - Customer Success

Canonical; Baltimore (MD); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in open source software is seeking a Manager for their Americas Customer Success team. This remote role focuses on enhancing customer engagement and team development while driving efficiency improvements. Ideal candidates will have a strong background in Customer Success and leadership skills.

Benefits

Remote work with biannual in-person team sprints

Annual learning and development budget of USD 2,000

Regular compensation reviews and performance bonuses

Comprehensive benefits including leave and travel opportunities

Qualifications

• Experience in Customer Success, SaaS, or software industries.
• Data-driven mindset for team activities and improvements.

Responsibilities

• Develop communication plans and set team goals.
• Mentor team members and conduct performance reviews.
• Resolve escalated issues and support customer management.

Skills

Leadership

Analytical Thinking

Customer Success

Problem Solving

Education

Bachelor's degree 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 top public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1000 colleagues in 70+ countries, mostly remote, with occasional in-person meetings.

We are hiring a Customer Success Regional Team Manager to support our expanding CSM team worldwide. This role focuses on sustaining revenue and growth through excellent customer service in the tech sector. Ideal candidates have proven customer success experience, a passion for new technologies, and leadership skills, preferably with a background as a Customer Success Manager.

Key qualities include organization, persistence, analytical thinking, diplomacy, active listening, hard work, and a growth mindset. You will mentor and coach team members, identify improvement areas, implement process changes, and collaborate across teams to enhance customer experience. You will analyze regional metrics, identify trends, and drive efficiency improvements in partnership with the Head of Customer Success.

The role involves managing diverse customer engagement strategies, resolving escalated issues, guiding team development, collaborating cross-functionally, and ensuring thorough documentation and reporting. You should be comfortable with ambiguity and adaptable to change.

Location:

This is a globally remote role.

Responsibilities include:

1. Strategic planning and analysis: Developing communication plans, setting team goals, reviewing KPIs, and creating strategies to improve customer engagement, retention, and upselling.
2. Customer interactions and support: Resolving escalated issues and supporting your team in customer management.
3. Team management: Mentoring, performance reviews, recognizing achievements, and fostering team growth.
4. Cross-functional collaboration: Working with Sales, Marketing, Product, and Support to align efforts and share feedback.
5. Documentation and reporting: Ensuring quality documentation and process improvements.

Qualifications:

• Strong academic background and a Bachelor's or equivalent degree in Business, Communication, or STEM.
• Experience and passion for Customer Success, SaaS, or software industries, with a proven track record of delivering results.
• Continuous learner with a curious, flexible, and scientific approach.
• Creative problem-solving skills and ability to collaborate across teams.
• 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.

Preferred Skills:

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

Benefits:

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and performance bonuses.
• Comprehensive benefits including leave, parental leave, Employee Assistance Programme, travel opportunities, and travel upgrades.

About Canonical:

Canonical pioneers open source innovation, publishing Ubuntu and leading advancements in AI, IoT, and cloud. We hire globally, value excellence, and promote a diverse, inclusive workplace. Most employees work remotely, and we challenge you to think differently, learn continuously, and excel.

Canonical is an equal opportunity employer, committed to diversity and inclusion, and offers fair consideration regardless of background or identity.