Manager Americas - Customer Success

Canonical; Sacramento (CA); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading provider of open source software is looking for a Manager Americas - Customer Success. This remote role involves overseeing Customer Success Managers, enhancing customer engagement, and driving performance improvements. Ideal candidates will have a strong background in Customer Success and leadership experience, with a focus on data-driven results and cross-functional collaboration.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review and performance bonuses

Opportunities for travel

Employee Assistance Programme

Qualifications

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

Responsibilities

• Prepare communication plans and develop strategies to improve customer engagement.
• Guide and develop team members; conduct performance reviews.
• Collaborate with Sales, Marketing, Product, and Support teams.

Skills

Customer Success

Analytical

Creative problem-solving

Cross-team collaboration

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 top public cloud and silicon providers, as well as industry leaders across sectors. The company promotes global distributed collaboration, with 1000+ colleagues in 70+ countries and few office-based roles. Teams meet 2-4 times annually 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 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, attentive listeners, hardworking, and growth-oriented individuals. 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 and adaptable to change, collaborating across teams to enhance customer experience. Your primary responsibility is to analyze regional performance metrics, identify trends and opportunities, and implement efficiency improvements in partnership with the Head of Customer Success.

CSMs engage diverse customers and follow varied motions to tailor their focus. The ideal candidate will adapt to this diversity and bring broad experience to the team.

Location: This is a globally remote role.

Role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management updates; reviewing KPIs and metrics; 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 resolution.
3. Team management: guiding, supporting, and developing 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, share feedback, and coordinate efforts.
5. Documentation and reporting: creating content with your team and manager, ensuring documentation quality, and paying attention to detail.

Qualifications:

• Excellent academic results at school and university
• Bachelor's or equivalent 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; curious, flexible, scientific approach
• Creative problem-solving and cross-team collaboration skills
• Experience in growing and developing a CSM team
• Data-driven approach to team activities and improvement
• 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:

• Distributed work environment with biannual in-person team sprints – remote since 2004
• USD 2,000 annual learning and development budget
• Annual compensation review and performance bonuses
• Additional benefits reflecting our values
• Global fairness and local adaptation
• Opportunities for travel, recognition rewards, holiday leave, parental leave, Employee Assistance Programme, and travel upgrades for company events

About Canonical:

Canonical pioneers open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud solutions. We recruit globally, expect excellence, and foster a remote-first culture with high standards for our team members.

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