Manager Americas - Customer Success

Canonical; City of Syracuse (NY); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading open source software provider is seeking a Manager for Customer Success in a remote role. The ideal candidate will have a strong background in Customer Success, team management, and a passion for technology. Responsibilities include strategic planning, customer support, and cross-functional collaboration. Canonical offers a remote work model, comprehensive benefits, and a commitment to diversity and inclusion.

Benefits

Remote work with biannual in-person team sprints

$2,000 annual learning and development budget

Annual salary review and performance bonuses

Comprehensive benefits including leave and parental leave

Employee Assistance Program

Travel opportunities and upgrades

Qualifications

• Proven success in Customer Success roles.
• Experience in growing and developing CSM teams.

Responsibilities

• Develop communication plans and strategies to enhance customer engagement.
• Resolve escalated customer issues and support team members.
• Guide and evaluate team members, celebrating achievements.

Skills

Customer Success

Problem-Solving

Teamwork

Data-Driven

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, as well as industry leaders across sectors. We are a pioneer in global distributed collaboration, with over 1000 colleagues in 70+ countries and few office-based roles. Teams meet in person 2-4 times a year at various global locations 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 Customer Success Management (CSM) team globally and seeking leaders to manage our Customer Success Managers across regions. Our Customer Success operations are crucial for revenue retention and growth, emphasizing excellent customer service in new technologies. Ideal candidates will have a proven track record in Customer Success and a passion for technology, preferably with experience as a Customer Success Manager who has advanced into leadership roles.

This role suits organized, persistent, analytical, diplomatic, attentive listeners who are hardworking and eager to grow. As a leader, you will mentor and coach team members, provide feedback, identify improvement areas, and implement process changes to drive performance. You should be comfortable with ambiguity, adaptable, collaborative, and data-driven. Your main responsibilities include analyzing regional metrics, identifying trends, and implementing improvements to meet business goals. You will work closely with the Head of Customer Success.

The role involves engaging diverse customer bases and adapting to various Customer Success motions to provide tailored focus for each customer.

Location: This is a globally remote position.

Key Responsibilities:

1. Strategic Planning and Analysis: Develop communication plans, organize team meetings, review performance metrics, and create strategies to enhance customer engagement, retention, and growth.
2. Customer Support and Interaction: Resolve escalated customer issues and support team members in managing customer relations.
3. Team Management: Guide, support, and evaluate team members, celebrate achievements, and set growth goals.
4. Cross-Functional Collaboration: Work with Sales, Marketing, Product, and Support teams to align efforts and share feedback.
5. Documentation and Reporting: Ensure quality documentation of processes and changes, fostering continuous improvement.

Qualifications:

• Strong academic results at school and university
• Bachelor's or equivalent in Business, Communication, or STEM
• Passion and knowledge in Customer Success, revenue management, and technology, with SaaS or software industry experience
• Proven success in Customer Success roles
• Commitment to learning and improvement
• Creative problem-solving and teamwork skills
• Experience in growing and developing CSM teams
• Data-driven approach to team activities
• Willingness to travel up to 4 times annually

Nice-to-Have Skills:

• Proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside English

What We Offer:

• Remote work with biannual in-person team sprints
• $2,000 annual learning and development budget
• Annual salary review and performance bonuses
• Comprehensive benefits including leave, parental leave, Employee Assistance Program, travel opportunities, and travel upgrades

About Canonical:

Canonical leads in open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Our remote work model has been in place since 2004, encouraging innovative thinking, continuous learning, and skill development.

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