Manager Americas - Customer Success

Canonical; Tacoma (WA); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading provider of open source software is seeking a Customer Success Regional Team Manager. This remote role focuses on sustaining revenue retention through excellent customer service. Ideal candidates will have a strong background in Customer Success and leadership skills. Responsibilities include strategic planning, team management, and cross-functional collaboration to enhance customer experience.

Benefits

USD 2,000 annual learning and development budget

Annual compensation reviews

Performance bonuses

Holiday leave

Parental leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Proven track record in Customer Success, experience in SaaS or software industries.
• Experience in growing and developing a CSM team.

Responsibilities

• Strategic planning and analysis for customer engagement and retention.
• Guiding and developing team members through performance reviews.
• Cross-functional collaboration with Sales, Marketing, Product, and Support.

Skills

Customer Success

Analytical Skills

Problem Solving

Collaboration

Education

Bachelor's in Business

Bachelor's in Communication

Bachelor's 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, and industry leaders across sectors. We are a founder-led, profitable, and growing company with a global distributed team of over 1000 colleagues in 70+ countries. Teams meet in person 2-4 times annually in various global locations to align on strategy and execution.

We are hiring a Customer Success Regional Team Manager to support our expanding CSM team worldwide. This role is crucial for sustaining revenue retention and growth through excellent customer service in the tech sector. Ideal candidates have a proven track record in Customer Success, experience in SaaS or software industries, and a passion for new technologies. Prior experience as a Customer Success Manager and leadership qualities are preferred.

You will enjoy this role if you are organized, persistent, analytical, diplomatic, a good listener, hardworking, and eager to develop your skills and teams. As a leader, you will mentor and coach team members, provide feedback, and identify areas for improvement and process enhancements. You should be comfortable with ambiguity, adaptable to change, and collaborative, working closely with other teams to improve the customer experience. Your main responsibilities include analyzing regional performance metrics, identifying trends and opportunities, and implementing improvements to meet business goals. You will work directly with the Head of Customer Success.

Customer Success Managers (CSMs) engage with a diverse customer base and employ various strategies to tailor their approach. The successful candidate will bring broad experience to adapt to this diversity.

Location:

This is a globally remote role.

The role entails:

1. Strategic planning and analysis: preparing communication plans, team meetings, and management updates. Regularly reviewing KPIs and metrics to develop strategies for customer engagement, retention, upselling, and overall success.
2. Customer interactions and support: resolving escalated issues and supporting team members to ensure timely resolutions.
3. Team management: guiding, supporting, and developing team members through 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 share feedback.
5. Documentation and reporting: creating content with your team and manager, ensuring thorough documentation and quality in all deliverables.

Qualifications:

• Excellent academic results at school and university.
• Bachelor's or equivalent in Business, Communication, or STEM fields.
• Knowledge and passion for Customer Success, revenue management, and technology, with experience in SaaS or software industries.
• Proven success in delivering Customer Success results.
• Commitment to continuous learning, curiosity, flexibility, and scientific approach.
• Creative problem-solving and 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 four times a year for internal events.

Nice-to-have skills:

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

What we offer:

• Remote work with twice-yearly in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation reviews and performance bonuses.
• Various benefits reflecting our values, including holiday leave, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical:

Canonical is a pioneer in open source, known for Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a diverse, inclusive workplace. Working remotely since 2004, we encourage innovative thinking and continuous learning.

Canonical is an equal opportunity employer, committed to diversity and fair application processes regardless of background or identity.

Job Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development