Enterprise Customer Success Manager

Canonical; Gatineau; Remote; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to enhance customer relationships and drive success. In this remote role, you will onboard clients, manage projects, and collaborate with sales and engineering teams to ensure customer satisfaction and retention. The ideal candidate will have a strong IT background, particularly with Linux and cloud technologies, and excellent communication skills. Join a diverse team that values innovation and collaboration in a global environment, and take the opportunity to influence product roadmaps while supporting cutting-edge open source solutions.

Benefits

Learning budget

Annual reviews

Recognition rewards

Holiday leave

Parental leave

Wellness programs

Travel opportunities

Qualifications

• Minimum 5 years of IT experience with exposure to Linux, cloud, and networking.
• Strong communication and presentation skills are essential.

Responsibilities

• Onboard new customers and manage their projects effectively.
• Develop engagement plans and advocate for customer needs.

Skills

IT-related experience

Linux OS

cloud computing

project delivery

communication skills

agile methodologies

presentation skills

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 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 distributed team of over 1200 colleagues in 75+ countries.

Role Overview

The Customer Success Manager (CSM) is responsible for developing trust with assigned customers, ensuring they navigate Canonical's offerings effectively, and supporting their growth and retention. The role involves onboarding, managing projects, collaborating with sales and support teams, and advocating for customer needs internally.

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.
• Develop engagement plans in collaboration with Sales, Engineering, and Support teams.
• Manage a customer portfolio, identify growth opportunities, and mitigate renewal risks.
• Conduct regular customer and business reviews, address blockers, and drive resolutions.
• Advocate for customers internally to influence product roadmaps and improve satisfaction.
• Support customers with reactive tickets and create targeted campaigns.

Qualifications

• Minimum 5 years of IT-related 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 in process improvement and project delivery.
• Team player with strong internal and external communication skills.
• Knowledge of agile methodologies.
• Proficiency in English; Spanish and Portuguese skills are a plus.

Preferred Skills

• Experience with Salesforce, Jira, and CRMs.

Location & Benefits

This role is remote. Benefits include a learning budget, annual reviews, recognition rewards, holiday leave, parental leave, wellness programs, travel opportunities, and more.

About Canonical

Canonical pioneers open source innovation, publishing Ubuntu and supporting AI, IoT, and cloud platforms. We value excellence, diversity, and remote work, fostering a collaborative global environment.