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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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of 1200+ colleagues across 75+ countries.
About the Role
The Customer Success department 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. The team is expanding to cover various segments: Mass, Focus, and Step Growth, with all CSMs supporting additional company-wide business support for unassigned customers.
Responsibilities
* Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
* Coordinate complex projects with developers, IT managers, and decision-makers across industries.
* Collaborate with Sales, Field Engineering, and Support teams to develop engagement plans.
* Manage a customer portfolio in a specific region, identifying growth opportunities and renewal risks.
* Lead weekly customer and business reviews, prioritize blockers, and drive resolutions.
* Advocate for customers internally, influencing product roadmaps, documentation, and processes.
* Support customers through reactive ticket requests.
* Create targeted campaigns via digital touchpoints.
Qualifications
* Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
* Excellent presentation skills and ability to discuss complex software.
* Experience in building and improving internal processes with timely project delivery.
* Strong team player with cross-departmental interaction skills.
* Knowledge of agile methodologies.
* Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.
Preferred Skills
* Experience with Salesforce, Jira, and CRMs.
What We Offer
* Remote work with biannual in-person team sprints.
* Annual learning and development budget of USD 2,000.
* Performance reviews and recognition rewards.
* Generous leave policies, including maternity and paternity leave.
* Wellness programs and travel opportunities.
About Canonical
Canonical is a pioneer in open source, known for Ubuntu and its contributions to AI, IoT, and cloud technologies. We value excellence, diversity, and innovation, and operate a fully remote workforce since 2004.
Additional Details
Position: Mid-Senior level, Full-time, in the Software Development industry. Located remotely.
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