Manager Americas - Customer Success

Canonical; Kansas City (KS); 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. This globally remote role focuses on overseeing Customer Success Managers, enhancing customer experience, and driving performance through strategic planning and collaboration. Ideal candidates will have a strong background in Customer Success, excellent communication skills, and a passion for technology. Join us to lead a team dedicated to customer satisfaction and success in a dynamic environment.

Benefits

Remote work with biannual in-person team sprints

USD 2,000 annual learning and development budget

Annual compensation review and performance bonuses

Comprehensive benefits including leave and parental leave

Qualifications

• Proven track record in Customer Success with SaaS or software industry experience.
• Experience in growing and developing a Customer Success Management team.

Responsibilities

• Develop communication plans and management reports to improve customer engagement.
• Mentor and conduct performance reviews for team members.
• Collaborate with Sales, Marketing, Product, and Support teams.

Skills

Customer Success

Communication

Creative problem-solving

Cross-team 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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and 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 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 experience and a passion for new technologies, ideally with a background as a Customer Success Manager who has advanced into leadership.

You will be organized, persistent, analytical, diplomatic, a good listener, diligent, and eager to develop your skills and those of your team. Your role includes mentoring, coaching, providing feedback, and proactively improving processes to drive high performance. You should be comfortable with ambiguity, adaptable to change, and collaborative to enhance customer experience. Your main responsibility is to analyze regional metrics, identify trends, and implement improvements to meet business goals. You will work closely with the Head of Customer Success.

The role involves managing diverse customer interactions, adapting to varied CSM motions, and bringing broad experience to the team.

Location:

This is a globally remote role.

Key responsibilities include:

1. Strategic planning and analysis: Developing communication plans, team meetings, and management reports; reviewing KPIs; creating strategies to improve customer engagement, retention, upselling, and success.
2. Customer interactions and support: Resolving escalated issues and supporting team members in customer interactions.
3. Team management: Mentoring, supporting, and conducting performance reviews; recognizing achievements and setting growth goals.
4. Cross-functional collaboration: Working with Sales, Marketing, Product, and Support teams to align efforts and share feedback.
5. Documentation and reporting: Ensuring changes and processes are well documented with attention to quality.

Qualifications:

• Strong academic results and a 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 excellent 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 improvement.
• Willingness to travel up to 4 times a year for internal events.

Preferred skills:

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

What we offer:

• Remote work with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Comprehensive benefits including leave, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical:

Canonical pioneers open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-first culture. Join us to work smarter, learn new skills, and innovate.

Canonical is an equal opportunity employer, committed to diversity and inclusion, ensuring fair consideration for all applicants.