Manager Americas - Customer Success

Canonical; Los Angeles (CA); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading open source software company is seeking a Manager for the Americas Customer Success team. This globally remote role focuses on strategic planning, team management, and enhancing customer engagement. Ideal candidates have a strong background in Customer Success and a passion for technology.

Benefits

Competitive worldwide compensation

Annual reviews

Bonuses

Benefits

Learning budget

Travel opportunities

Qualifications

• Proven track record in Customer Success results.
• Experience in growing and developing CSM teams.

Responsibilities

• Develop communication plans and lead team meetings.
• Guide and evaluate performance of Customer Success Managers.
• Work with Sales, Marketing, Product, and Support.

Skills

Customer Success

Problem Solving

Collaboration

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, and industry leaders across sectors. We are a pioneer in global distributed collaboration, with 1000+ colleagues in 70+ countries and few office-based roles. Teams meet in person 2-4 times a year 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 guide our Customer Success Managers across regions. We view our Customer Success operations as vital for 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.

This role suits organized, persistent, analytical, diplomatic, and hardworking individuals eager to grow their skills and teams. As a leader, you will mentor and coach team members, provide feedback, identify improvement areas, and implement process changes to drive high performance. You should be comfortable with ambiguity, adaptable, collaborative, and data-driven. Your main responsibility is to analyze regional performance metrics, identify trends and opportunities, and implement improvements to meet business goals, working closely with the Head of Customer Success.

CSMs serve diverse customers with varied engagement models; the right candidate will bring broad experience and adaptability.

Location: This is a globally remote role.

Key responsibilities include:

1. Strategic planning and analysis: Develop communication plans, lead team meetings, review KPIs, and strategize to enhance customer engagement, retention, and growth.
2. Customer interactions and support: Resolve escalated issues and support your team in timely resolutions.
3. Team management: Guide, support, evaluate performance, recognize achievements, and set growth goals for your team.
4. Cross-functional collaboration: Work with Sales, Marketing, Product, and Support to align on customer needs and feedback.
5. Documentation and reporting: Ensure thorough documentation and quality in all processes, fostering a culture of continuous improvement.

Qualifications:

• Strong academic results at school and university
• Bachelor's or equivalent in Business, Communication, or STEM
• Passion for Customer Success, revenue management, and technology; experience in SaaS or software industries
• Proven track record in Customer Success results
• Commitment to continuous learning, curiosity, flexibility
• Creative problem-solving and cross-team collaboration skills
• Experience in growing and developing CSM teams
• Data-driven approach to team activities and improvements
• Willingness to travel up to 4 times a year

Preferred skills:

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

What we offer: Competitive worldwide compensation, annual reviews, bonuses, benefits, remote work environment, learning budget, travel opportunities, and more.

About Canonical: A pioneering open source tech company behind Ubuntu, committed to innovation, excellence, and diversity. We operate globally with a high standard for new hires and a remote-first culture since 2004.

Equal Opportunity Employer: We foster a workplace free from discrimination, valuing diversity and inclusion.