Enterprise Customer Success Manager

Canonical; Edmonton; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to enhance customer engagement and drive product adoption. In this dynamic role, you will onboard clients, manage portfolios, and collaborate across departments to ensure customer satisfaction. You will advocate for clients internally, influencing product roadmaps while also conducting regular business reviews. This position offers the flexibility of remote work, along with a generous learning budget and comprehensive benefits. If you are passionate about technology and customer success, this is an exciting opportunity to join a pioneering team in open-source software.

Benefits

USD 2,000 annual learning and development budget

Annual compensation reviews

Performance bonuses

Comprehensive benefits including wellness programs

Travel opportunities

Remote work with biannual team sprints

Qualifications

• 5+ years of IT experience with exposure to Linux OS and cloud technologies.
• Excellent presentation skills and ability to discuss complex software.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Manage customer portfolios, identify growth opportunities and risks.

Skills

Linux OS

Data Applications

Cloud Computing

Networking

Security

Project Management

Agile Methodologies

Presentation Skills

Cross-department Interaction

Bilingual (English/Spanish/Portuguese)

Tools

Salesforce

Jira

Job description

Join to apply for the Enterprise Customer Success Manager 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. The company is founder-led, profitable, and growing, with a global team of 1200+ colleagues in 75+ countries, mostly remote.

Role Overview

The Customer Success department at Canonical aims to reduce risk and churn, facilitate product adoption, and support account expansion. CSMs develop trust with customers, understand their objectives, and align expectations to suggest services that increase loyalty and draw collaboration roadmaps. The team is growing to cover various segments: Mass, Focus, Step Growth, and supporting other customers including Store clients.

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.
• Work with Sales, Engineering, and Support to develop engagement plans.
• Manage customer portfolios, identify growth opportunities and renewal risks.
• Conduct weekly customer and business reviews, identify blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps and documentation.
• Support customers through reactive ticket requests.
• Create digital campaigns targeting multiple customers.

Requirements

• Minimum 5 years of relevant IT experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills and ability to discuss complex software.
• Experience improving internal processes and delivering projects on time.
• Strong team player with cross-department interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages like Spanish and Portuguese a plus.

Preferred Skills

• Experience with Salesforce, Jira, or other CRMs.

What We Offer

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

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, value excellence, and support remote work since 2004. Join us to challenge yourself, learn new skills, and innovate.

Canonical is an equal opportunity employer, committed to diversity and inclusion. We consider all applications fairly regardless of background or identity.

Additional Details

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