Manager Americas - Customer Success

Canonical; Buffalo (NY); Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading open-source software provider as a Customer Success Regional Team Manager. This globally remote role focuses on mentoring a team, enhancing customer engagement, and collaborating across departments. Ideal candidates have a strong background in Customer Success and leadership, with a passion for technology.

Benefits

Biannual in-person team sprints

USD 2,000 annual learning and development budget

Annual compensation review and recognition rewards

Generous leave policies

Parental leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Proven track record in Customer Success and leadership.
• Experience in growing and developing a CSM team.

Responsibilities

• Develop communication plans and review KPIs.
• Resolve escalated issues and support team development.
• Ensure quality documentation and process improvements.

Skills

Customer Success

Analytical Skills

Collaboration

Problem-solving

Education

Bachelor's or equivalent degree in Business

Bachelor's or equivalent degree in Communication

Bachelor's or equivalent 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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, as well as industry leaders across sectors. 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 Customer Success Management team globally and seeking 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 the tech sector. We are looking for candidates with proven success in Customer Success, a passion for new technologies, and experience as a Customer Success Manager who has evolved into leadership.

This role is ideal for someone who is organized, persistent, analytical, diplomatic, a good listener, hardworking, and eager to grow. You will mentor and coach team members, identify areas for improvement, implement process changes, and drive high performance. The role requires adaptability, collaboration, and strong analytical skills to analyze regional metrics, identify trends, and implement efficiency improvements. You will work closely with the Head of Customer Success.

The role involves managing diverse customer interactions, supporting your team, and ensuring effective cross-functional collaboration with Sales, Marketing, Product, and Support teams. Documentation and reporting are also key responsibilities.

Location: This is a globally remote role.

Key responsibilities include:

1. Strategic planning and analysis: Developing communication plans, reviewing KPIs, and creating strategies to enhance customer engagement, retention, and growth.
2. Customer interactions and team support: Resolving escalated issues and ensuring timely resolution.
3. Team management: Supporting team development, conducting performance reviews, recognizing achievements, and setting growth goals.
4. Cross-functional collaboration: Working with other departments to align on customer needs and feedback.
5. Documentation and reporting: Ensuring quality documentation and process improvements.

Qualifications:

• Excellent academic results and a Bachelor's or equivalent degree in Business, Communication, or STEM.
• Knowledge and passion for Customer Success, revenue management, and technology, with SaaS or software industry experience.
• Proven track record of delivering exceptional Customer Success results.
• Commitment to continuous learning, curiosity, flexibility, and scientific approach.
• Creative problem-solving and cross-team collaboration skills.
• Experience in growing and developing a CSM team.
• Data-driven approach to 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 recognition rewards.
• Generous leave policies, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical:

Canonical is a pioneering open-source tech firm, publisher of Ubuntu, and a leader in AI, IoT, and cloud platforms. We hire globally, set high standards, and value excellence. Working remotely since 2004, we challenge our team to innovate, learn, and excel.

Canonical is an equal opportunity employer. We value diversity and are committed to providing fair consideration to all applicants regardless of background or identity.