Manager Americas - Customer Success

Canonical; Madison (WI); 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 globally remote 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 a passion for technology, with a focus on continuous improvement and problem-solving.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Annual leave, maternity, and paternity leave

Employee Assistance Programme

Opportunities to travel and meet colleagues

Travel upgrades for company events

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 improvements.
• Guide and support team members, conducting performance reviews.
• Work with Sales, Marketing, Product, and Support to align on customer needs.

Skills

Customer Success

Problem-solving

Collaboration

Education

Bachelor's or equivalent 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 top public cloud providers, silicon companies, 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 a few times a year at 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 our Customer Success Managers across regions. Our Customer Success operations are 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 evolved 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 drive process enhancements. You should be comfortable with ambiguity and adaptable to change, collaborating across teams to enhance customer experience. Your main responsibility is to analyze regional performance metrics, identify trends, and implement improvements to meet business goals. You will work closely with the Head of Customer Success.

CSMs interact with diverse customers and employ various engagement strategies. The ideal 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 updates; reviewing KPIs; developing strategies to enhance customer engagement, retention, upselling, and overall success.
2. Customer interactions and support: resolving escalated issues and supporting your team to ensure timely resolutions.
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 to align on customer needs and feedback, ensuring coordinated efforts.
5. Documentation and reporting: creating content with your team and manager, ensuring documentation quality, and paying 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; experience in SaaS or software industries
• Proven track record of delivering exceptional Customer Success results
• Commitment to continuous learning and improvement; curious, flexible, 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 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 — we've been remote since 2004
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards
• Annual leave, maternity, and paternity leave
• Employee Assistance Programme
• Opportunities to travel and meet colleagues
• Travel upgrades for company events

About Canonical

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally, uphold high standards, and expect excellence. Most colleagues work remotely, and working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer

We value diversity and are committed to fair application processes regardless of background or identity.