Enterprise Customer Success Manager

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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 top public cloud and silicon providers, along with industry leaders across sectors. The company is founder-led, profitable, and growing, with a global team of over 1200 colleagues in 75+ countries, mostly working remotely.

Role Overview

The Customer Success team at Canonical aims to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations to enhance loyalty and satisfaction. CSMs specialize in segments such as Mass, Focus, and Step Growth, and contribute to business support across all customer types, including store customers.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a regional customer portfolio, identify growth opportunities, and mitigate renewal risks.
• Lead weekly customer and business reviews, prioritize blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps and documentation.
• Support customers through reactive ticket handling.
• Create targeted campaigns via digital channels.

Candidate Profile

Ideal candidates have at least 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT. Strong presentation skills, process improvement experience, teamwork, and knowledge of agile methodologies are essential. Proficiency in English, with skills in Spanish and Portuguese, is highly valued. Experience with Salesforce, Jira, and CRMs is a plus.

Benefits

• Remote work with biannual in-person team sprints.
• USD 2,000 annual learning budget.
• Performance reviews and bonuses.
• Comprehensive benefits including leave, parental leave, wellness programs, and travel opportunities.

About Canonical

Canonical is a pioneer in open source, known for Ubuntu and its innovations in AI, IoT, and cloud. We hire globally, value excellence, and foster a diverse, inclusive workplace where remote work has been standard since 2004.

Additional Information

Position: Mid-Senior level, Full-time, in the Software Development industry.