Manager Americas - Customer Success

Canonical; Columbus (OH); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading open source software company is seeking a Manager for the Americas Customer Success team. This remote role involves strategic planning, team management, and cross-functional collaboration. Ideal candidates have a strong background in Customer Success and a passion for technology. Join a dynamic team focused on enhancing customer engagement and driving success.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review and performance bonuses

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Programme

Qualifications

• Proven track record of delivering exceptional Customer Success results.
• Experience growing and developing a CSM team.

Responsibilities

• Prepare communication plans and manage team meetings.
• Resolve escalated customer issues and ensure timely resolutions.
• Guide team members and conduct performance reviews.

Skills

Customer Success

Problem Solving

Collaboration

Data-Driven Approach

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 top public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with 1000+ colleagues in 70+ countries and few office-based roles. Teams meet 2-4 times yearly in interesting locations worldwide 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 CSM team globally and recruiting leaders to oversee Customer Success Managers across regions. Our Customer Success operations are key to revenue retention and growth, emphasizing excellence in customer service in the tech sector. We seek candidates with proven Customer Success track records and a passion for new technologies, ideally with experience as a Customer Success Manager who has advanced into leadership.

This role suits organized, persistent, analytical, diplomatic, attentive listeners, hardworking, and growth-oriented individuals. As a leader, you will mentor, coach, and provide feedback to team members, proactively identify areas for improvement, implement process changes, and drive high performance. Comfort with ambiguity and adaptability are essential. Collaboration with other teams to enhance customer experience is also key. Your main responsibility will be analyzing regional metrics, identifying trends and opportunities, and implementing improvements to meet business goals, working closely with the Head of Customer Success.

CSMs engage a diverse customer base with varied motions, requiring the right candidate to adapt and bring broad experience.

Location: This is a globally remote role.

Role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management communications. Regularly reviewing KPIs and metrics, developing strategies to enhance engagement, retention, upselling, and overall customer success.
2. Customer interactions and support: resolving escalated issues requiring expertise, working closely with your team to ensure timely resolutions.
3. Team management: guiding and supporting team members, helping navigate complex situations, improve skills, and achieve goals. Conducting regular performance reviews, recognizing achievements, and setting growth objectives.
4. Cross-functional collaboration: working with Sales, Marketing, Product, and Support to align on customer needs, share feedback, and coordinate efforts. Establishing trustworthy communication channels.
5. Documentation and reporting: creating and maintaining content, ensuring quality and attention to detail in all work.

What we are looking for in you:

• Excellent academic results at school and university
• Bachelor's or equivalent in Business, Communication, or STEM
• Knowledge and passion for Customer Success, revenue management, and technology; experience in SaaS or software industries
• Proven track record of delivering exceptional Customer Success results
• Commitment to continuous learning and improvement; curious, flexible, scientific mindset
• Creative problem-solving and cross-team collaboration skills
• Experience growing and developing a CSM team
• Hands-on 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, in addition to excellent English skills.

What we offer:

• Distributed remote work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review and performance bonuses
• Additional benefits reflecting our values and local needs
• Recognition rewards, holiday leave, parental leave, Employee Assistance Programme
• Opportunities to travel and meet colleagues globally

About Canonical:

Canonical is a pioneering open source tech company, publisher of Ubuntu, and a leader in AI, IoT, and cloud platforms. We recruit globally and uphold high standards of excellence. Working remotely since 2004, we foster innovative thinking, continuous learning, and skill development.

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