Manager Americas - Customer Success

Job Description

Canonical is seeking a Manager for the Americas Customer Success team. This role is pivotal in supporting Canonical's growth by leading a team of Customer Success Managers across the region. The ideal candidate will have a proven track record in Customer Success, a passion for new technologies, and experience in post-sales account management.

The Manager will be responsible for analyzing regional performance metrics, identifying areas for improvement, and implementing changes to increase efficiency and achieve business objectives. They will collaborate with the Head of Customer Success and other departments to enhance the overall customer experience.

The role involves:

• Strategic planning and analysis
• Resolving escalated customer issues
• Team management, mentoring, and coaching
• Cross-functional collaboration
• Documentation and reporting

Requirements:

• Excellent academic results
• Bachelor’s degree in Business, Communication, or STEM
• Knowledge and passion for Customer Success and technology
• Experience in SaaS or software industries
• Track record of exceptional Customer Success results
• Experience growing and developing a CSM team
• Hands-on approach to using data
• Willingness to travel up to 4 times a year

Canonical offers:

• Distributed work environment
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review and performance-driven bonus
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations
• Priority Pass for travel and travel upgrades for long haul company events