Manager Americas - Customer Success

Canonical; Las Vegas (NV); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading provider of open source software seeks a Manager for the Americas Customer Success team. This role involves strategic planning, team management, and cross-functional collaboration to enhance customer engagement and retention. Ideal candidates will have a strong background in Customer Success and leadership experience.

Benefits

Annual personal learning and development budget of USD 2,000

Generous leave policies

Employee Assistance Programme

Travel opportunities

Qualifications

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

Responsibilities

• Analyze regional performance metrics and implement strategies.
• Guide and support team members, conducting performance reviews.
• Collaborate with Sales, Marketing, Product, and Support teams.

Skills

Customer Success

Analytical Skills

Problem Solving

Collaboration

Education

Bachelor's degree 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 more than 70 countries and few office-based roles. Teams meet periodically 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 Customer Success Management (CSM) team globally and recruiting leaders to oversee our Customer Success Managers across regions. Our Customer Success operations are essential for revenue retention and growth, emphasizing excellence in delivering outstanding customer service in the tech sector. We seek candidates with proven success in Customer Success and a passion for new technologies, ideally with experience as a Customer Success Manager who has advanced into leadership roles.

This role is ideal for organized, persistent, analytical, diplomatic, attentive listeners, hardworking, and growth-oriented individuals. You will mentor and coach team members, identify areas for improvement, implement process changes, and drive high performance. Comfort with ambiguity and adaptability are crucial, as well as collaboration with other teams to enhance customer experience. Your main responsibility will be to analyze regional performance metrics, identify trends and opportunities, and implement strategies to improve efficiency and meet business goals. You will work closely with the Head of Customer Success.

CSMs engage a diverse customer base and employ various approaches to meet customer needs. The successful candidate will adapt to this diversity and bring broad experience to the team.

Location: This is a globally remote role.

The role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management discussions; reviewing KPIs; developing strategies to enhance customer engagement, retention, and growth.
2. Customer interactions and support: resolving escalated issues and supporting team members in customer engagement.
3. Team management: guiding and supporting team members, 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: creating content, ensuring documentation quality, and maintaining attention to detail.

What we are looking for in you:

• Excellent academic results at school and university.
• 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.
• Hands-on 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 additional languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.

What we offer you:

• Distributed work environment with biannual in-person team sprints — remote since 2004.
• Annual personal learning and development budget of USD 2,000.
• Annual compensation review, recognition rewards, and benefits.
• Generous leave policies, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, demanding excellence and fostering innovation. Most employees work remotely, and we encourage thinking differently, learning new skills, and pushing boundaries.

Canonical is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all applicants.