Manager Americas - Customer Success

Canonical; Milwaukee (WI); Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading open source software company as a Manager for the Americas Customer Success team. This remote role focuses on enhancing customer experience, mentoring team members, and driving efficiency improvements. Ideal candidates have proven Customer Success experience and a passion for technology. Canonical offers a distributed work environment, annual learning budgets, and recognition rewards.

Benefits

Annual learning and development budget of USD 2,000

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Programme

Travel opportunities

Qualifications

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

Responsibilities

• Mentoring team members and conducting performance reviews.
• Collaborating with Sales, Marketing, Product, and Support teams.
• Preparing communication plans and management reports.

Skills

Customer Success

Analytical

Problem Solving

Collaboration

Education

Bachelor's or equivalent degree in Business

Bachelor's or equivalent degree in Communication

Bachelor's or equivalent 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 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 70+ countries and few office-based roles. Teams meet periodically 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 teams 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 moved into leadership.

This role suits organized, persistent, analytical, diplomatic, and hardworking individuals eager to grow their skills and teams. Responsibilities include mentoring team members, identifying improvement areas, implementing process changes, and collaborating across teams to enhance customer experience. You will analyze regional performance metrics, identify trends, and drive efficiency improvements in partnership with the Head of Customer Success.

The role involves engaging a diverse customer base and adapting to various Customer Success motions.

Location:

This is a globally remote role.

The role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management reports. Regularly reviewing KPIs and developing strategies to improve 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: mentoring 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 share feedback.
5. Documentation and reporting: creating content and ensuring documentation quality and attention to detail.

What we are looking for in you:

• Strong academic results at school and university
• Bachelor's or equivalent degree in Business, Communication, or STEM
• Passion for Customer Success, revenue management, and technology, with SaaS or software industry experience
• Proven track record in delivering exceptional Customer Success results
• Commitment to continuous learning and improvement
• Creative problem-solving and cross-team collaboration skills
• Experience in growing and developing a CSM team
• 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 English

What we offer you:

• Distributed work environment with biannual in-person team sprints
• Annual learning and development budget of USD 2,000
• Annual compensation review
• Recognition rewards, holiday leave, parental leave, Employee Assistance Programme
• Travel opportunities and travel upgrades for company events

About Canonical:

Canonical is a pioneering open source tech company, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally and uphold high standards of excellence. Most colleagues work remotely since 2004. Working here challenges you to think differently, learn new skills, and innovate.

Canonical is an equal opportunity employer:

We value diversity and are committed to creating an inclusive environment. All applications are considered fairly regardless of background or identity.