Enterprise Customer Success Manager

Canonical; Laval; Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking an Enterprise Customer Success Manager to enhance customer relationships and drive product adoption. This role involves onboarding customers, managing complex projects, and collaborating with cross-functional teams. The ideal candidate will have extensive IT experience, particularly with Linux OS and cloud technologies, along with exceptional presentation and teamwork skills. Join a forward-thinking organization that values diversity and offers a flexible remote work environment, along with generous benefits and a commitment to professional development.

Benefits

Annual learning and development budget

Generous leave policies

Wellness programs

Travel opportunities

Biannual in-person team sprints

Qualifications

• 5+ years of IT-related experience with exposure to Linux OS and cloud.
• Excellent presentation skills for complex software discussions.
• Knowledge of agile methodologies and process improvement.

Responsibilities

• Onboarding customers and introducing products like Ubuntu Pro and Openstack.
• Managing complex projects with developers and IT managers.
• Leading weekly customer and business reviews with cross-functional teams.

Skills

IT-related experience

Linux OS

Cloud

Networking

Security

Agile methodologies

Presentation skills

Team collaboration

Process improvement

Spanish and Portuguese proficiency

Tools

Salesforce

Jira

CRMs

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, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in 75+ countries, and few office-based roles. Teams meet in person 2-4 times annually in various global locations to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic, newly established department aimed at reducing risk and churn, facilitating adoption of new products/services, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations to suggest additional services or products, increasing loyalty and collaboration.

Our growing Customer Success team focuses on interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. CSMs are specialized in segments:

• Mass - SMEs or large businesses starting with Canonical
• Focus - Large, established ARR companies
• Step Growth - High-potential customers

All CSMs support other customers (Tech segment), including Store customers.

Location: This role is remote.

Daily responsibilities include:

• Onboarding customers and introducing products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.
• Managing complex projects with developers, IT managers, and decision-makers.
• Collaborating with Sales, Engineering, and Support to develop engagement plans.
• Managing a customer portfolio regionally, identifying growth and renewal risks.
• Leading weekly customer and business reviews with cross-functional teams.
• Advocating for customers internally and influencing product roadmaps and documentation.
• Supporting customers via reactive ticket requests.
• Creating digital campaigns for multiple customers.

Ideal candidate qualities:

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills for complex software discussions.
• Experience improving internal processes and delivering projects on time.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with Spanish and Portuguese skills a plus.

Additional skills:

• Experience with Salesforce, Jira, and CRMs is advantageous.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Wellness programs and travel opportunities.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a flexible, innovative environment.

Equal Opportunity Employer: We value diversity and are committed to fostering an inclusive workplace, providing fair consideration regardless of background or identity.