Manager Americas - Customer Success

Canonical; Phoenix (AZ); Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading open-source software provider as a Manager for Customer Success in a globally remote role. You will lead a team, enhance customer satisfaction, and drive business growth through strategic planning and collaboration with various departments. Canonical offers a flexible work environment and a commitment to continuous learning and development.

Benefits

Annual learning and development budget of USD 2,000

Performance reviews and recognition rewards

Parental leave

Employee Assistance Programme

Travel opportunities and upgrades

Qualifications

• Proven track record in Customer Success.
• Experience in team growth and development.

Responsibilities

• Developing communication plans and reviewing KPIs.
• Mentoring and conducting performance reviews.
• Collaborating with Sales, Marketing, Product, and Support teams.

Skills

Customer Success

Leadership

Data-driven decision-making

Communication

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 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, with a global distributed team of 1000+ colleagues in over 70 countries, with few office-based roles. Teams meet in person 2-4 times yearly in interesting locations worldwide to align on strategy and execution.

We are hiring a Customer Success Regional Team Manager to support Canonical's growth by expanding our CSM team globally. We seek candidates with proven success in Customer Success, a passion for new technologies, and leadership experience, ideally with a background as a Customer Success Manager. The role involves mentoring, coaching, process improvement, and performance analysis to drive customer satisfaction and business growth. You will collaborate with other teams to enhance the customer experience and report to the Head of Customer Success.

Location: This is a globally remote role.

Key responsibilities include:

1. Strategic planning and analysis: Developing communication plans, reviewing KPIs, and creating strategies to improve customer engagement, retention, and upsell opportunities.
2. Customer interactions and support: Resolving escalated issues and supporting your team in timely resolutions.
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 on customer needs and feedback.
5. Documentation and reporting: Ensuring quality documentation and process improvements.

Qualifications:

• Excellent academic results and a Bachelor's or equivalent degree in Business, Communication, or STEM.
• Passion and knowledge in 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, flexibility, and scientific approach.
• Experience in team growth and development, data-driven decision-making.
• Willingness to travel up to 4 times a year.

Nice-to-have skills:

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

What we offer:

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Performance reviews, recognition rewards, and benefits including parental leave, Employee Assistance Programme, travel opportunities, and travel upgrades.

About Canonical:

Canonical is a pioneering open-source tech firm, publisher of Ubuntu, leading in AI, IoT, and cloud platforms. We hire globally, uphold high standards, and foster a diverse, inclusive workplace. Working remotely since 2004, we challenge you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer. We value diversity and are committed to fair hiring practices regardless of background or identity.