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The role of a Customer Success Manager at Canonical
Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their customers and ensure a positive experience navigating Canonical's offerings. They understand customer objectives and leverage internal and external resources to address pain points, align expectations, and develop collaboration roadmaps.
This team focuses on providing thoughtful interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. Although primarily focused on the Tech segment, including store customers, you will manage a portfolio of clients. Our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, connecting with diverse users and identifying future champions.
Location
This role is remote and worldwide.
What your day will look like
1. Supporting customers by resolving ticket requests.
2. Enhancing documentation for problem solving, FAQs, and onboarding.
3. Driving campaigns through digital touchpoints.
4. Identifying high potential and high risk customers.
5. Onboarding new customers and introducing products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
6. Collaborating with Sales and Support to develop engagement plans.
7. Engaging with your customer portfolio to identify risks.
8. Gathering and formatting customer feedback for product review.
What we are looking for in you
1. Customer-facing experience.
2. Empathy and a drive to help others.
3. Passion for technology, especially Ubuntu.
4. Excellent presentation skills.
5. Strong organizational skills for documentation.
6. Ability to work collaboratively across departments.
Additional skills
Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills, is appreciated.
What we offer
We offer a distributed work environment, personal development budgets, annual reviews, recognition rewards, generous leave, parental leaves, employee assistance, travel opportunities, and travel upgrades for events. Compensation is shaped by location, experience, and performance, with regular reviews and bonuses.
About Canonical
Canonical is a leader in open-source innovation, publishing Ubuntu and supporting AI, IoT, and cloud platforms. Since 2004, we’ve been a remote-first company committed to excellence and diversity. We foster a workplace free from discrimination and value diverse perspectives.
Additional details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: Software Development
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