Manager Americas - Customer Success

Canonical; Chicago (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

A pioneering open-source tech firm is seeking a Manager for Customer Success in the Americas. This role involves leading a team of Customer Success Managers to enhance customer engagement and retention. Ideal candidates will have a solid background in Customer Success, proven leadership skills, and a passion for the tech industry. The position is remote, with occasional travel for team meetings.

Benefits

Annual personal development budget of USD 2,000

Regular compensation reviews

Bonuses and benefits

Travel opportunities

Holiday leave

Parental leave

Employee Assistance Program

Qualifications

• Proven results in Customer Success roles and team development.
• Strong academic background and relevant degree.

Responsibilities

• Develop communication plans and strategize to improve customer engagement.
• Guide and evaluate team members, fostering growth.
• Collaborate with Sales, Marketing, Product, and Support teams.

Skills

Analytical

Diplomatic

Problem-solving

Collaboration

Education

Business

Communication

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. Teams meet in person 2-4 times a year at various international locations.

We are hiring a Customer Success Regional Team Manager to support our global expansion. This role involves leading Customer Success Managers across regions, focusing on revenue retention, growth, and delivering outstanding customer service in the tech sector. Candidates should have a proven track record in Customer Success, ideally with experience as a CSM and progression into leadership.

You will be organized, persistent, analytical, diplomatic, a good listener, hardworking, and eager to grow. Your responsibilities include mentoring, coaching, process improvement, and performance analysis, working closely with the Head of Customer Success. You will manage diverse customer engagements and adapt to various CSM motions.

Location:

This is a globally remote role.

Key responsibilities include:

1. Strategic planning and analysis: Develop communication plans, review KPIs, and strategize to improve customer engagement and retention.
2. Customer interactions and team support: Resolve escalated issues and support team members in complex situations.
3. Team management: Guide, support, and evaluate team members, fostering growth and recognizing achievements.
4. Cross-functional collaboration: Work with Sales, Marketing, Product, and Support teams to align on customer needs and feedback.
5. Documentation and reporting: Ensure documentation of processes and changes, emphasizing quality and attention to detail.

Qualifications:

• Strong academic background and relevant degree (Business, Communication, STEM).
• Passion and experience in Customer Success, SaaS, or software industries.
• Proven results in Customer Success roles and team development.
• Data-driven mindset and continuous learner.
• Creative problem-solving and collaboration skills.
• Willingness to travel up to 4 times per year.

Nice-to-have:

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

What we offer:

• Remote work with biannual in-person team sprints.
• Annual personal development budget of USD 2,000.
• Regular compensation reviews, bonuses, and benefits.
• Additional perks like travel opportunities, holiday leave, parental leave, and Employee Assistance Program.

About Canonical:

Canonical is a pioneering open-source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally, uphold high standards, and promote a diverse, inclusive workplace. Working remotely since 2004, we challenge you to think differently and innovate.

Canonical is an equal opportunity employer, committed to diversity and fair application processes.

Job Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development