Manager Americas - Customer Success

Canonical; Boston (MA); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading provider of open-source software is seeking a Customer Success Regional Team Manager to enhance customer engagement and retention. The ideal candidate will have a strong background in Customer Success, leadership experience, and a passion for technology. Responsibilities include strategic planning, team management, and cross-functional collaboration. Canonical offers a remote work environment and a robust annual learning budget, alongside competitive benefits.

Benefits

Biannual in-person team sprints

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Employee Assistance Programme

Travel opportunities

Travel upgrades

Qualifications

• Proven track record in Customer Success and SaaS/software industries.
• Experience in growing and developing a Customer Success team.

Responsibilities

• Develop communication plans and set team goals.
• Resolve escalated customer issues and support team.
• Collaborate with Sales, Marketing, Product, and Support teams.

Skills

Customer Success

Analytical

Creative problem-solving

Collaboration

Education

Degree in Business

Degree in Communication

Degree in 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. We are a founder-led, profitable, and growing company with a global distributed team of over 1000 colleagues in 70+ countries. We value collaboration, innovation, and excellence.

We are hiring a Customer Success Regional Team Manager to support our expanding CSM team worldwide. This role is crucial for retaining revenue, driving growth, and delivering outstanding customer service in the tech sector. Ideal candidates have a proven track record in Customer Success, experience in SaaS or software industries, and a passion for technology. A background as a Customer Success Manager who has advanced into leadership is preferred.

You should be organized, persistent, analytical, diplomatic, a good listener, hardworking, and eager to develop your skills and those of your team. As a leader, you will mentor and coach team members, provide feedback, and identify areas for process improvement. You will analyze regional performance metrics, spot trends, and implement strategies to enhance efficiency and meet business goals. Collaboration with other teams is essential to improve the overall customer experience. You will work closely with the Head of Customer Success.

The role involves:

1. Strategic planning and analysis: Developing communication plans, setting team goals, reviewing key performance indicators, and creating strategies to improve customer engagement, retention, and upselling.
2. Customer interactions and support: Resolving escalated customer issues and supporting your team in providing excellent service.
3. Team management: Supporting team development through performance reviews, recognition, and goal setting.
4. Cross-functional collaboration: Working with Sales, Marketing, Product, and Support teams to align efforts and share feedback.
5. Documentation and reporting: Ensuring all activities are well documented, with attention to quality and detail.

Qualifications:

• Strong academic results and a degree in Business, Communication, STEM, or related fields.
• Passion for Customer Success, revenue management, and technology, with experience in SaaS or software industries.
• Proven success in delivering exceptional Customer Success results.
• Commitment to continuous learning, curiosity, flexibility, and scientific approach.
• Creative problem-solving skills and ability to collaborate across teams.
• Experience in growing and developing a CSM team.
• Data-driven approach to team activities and improvement.
• 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:

• A distributed remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review, recognition rewards, and benefits including leave, parental leave, Employee Assistance Programme, travel opportunities, and travel upgrades.

About Canonical:

Canonical pioneers open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud solutions. We hire globally, prioritize excellence, and support remote work since 2004. Join us to challenge yourself, learn new skills, and advance your career.

Canonical is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all applicants.