Enterprise Customer Success Manager

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

Job summary

An innovative company is seeking an Enterprise Customer Success Manager to drive customer satisfaction and product adoption in a fully remote role. This position involves onboarding new clients, coordinating projects, and advocating for customer needs while collaborating with cross-functional teams. The ideal candidate will have a strong IT background, particularly in Linux and cloud technologies, along with excellent presentation skills. This forward-thinking organization offers a supportive work environment with opportunities for professional development and a commitment to diversity and inclusion.

Benefits

Annual learning and development budget of USD 2,000

Performance bonuses

Wellness programs

Holiday leave

Parental leave

Travel opportunities

Qualifications

• 5+ years of IT experience with Linux OS and cloud computing.
• Strong presentation skills for discussing complex software.

Responsibilities

• Onboard new customers and support product adoption.
• Manage customer portfolio and identify growth opportunities.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

Presentation Skills

Agile Methodologies

Team Collaboration

Education

Bachelor's Degree in IT or related field

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. We are a pioneer of global distributed collaboration with over 1200 colleagues in 75+ countries, with few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic, new department aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their assigned customers, providing excellent navigation of Canonical's offerings. By understanding customer objectives, CSMs align expectations, suggest additional services or products, alleviate pain points, and help craft and execute collaboration roadmaps.

Our growing Customer Success team ensures thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively, CSMs are specialized in one of these segments:

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

All CSMs support business at the company level for unassigned customers, including our Store customers.

Location: This role is remote.

What your day will look like:

• Onboard new customers, introduce products (Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.), and support processes.
• Coordinate complex projects with developers, IT managers, and decision-makers across industries.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer objectives.
• Manage a customer portfolio in a specific region, identify growth opportunities or renewal risks in coordination with Sales.
• Conduct weekly customer and business reviews with cross-functional teams to identify blockers and drive resolutions.
• Advocate for customers internally, influencing product roadmaps, websites, documentation, and processes to enhance satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital touchpoints and activities.

What we are looking for:

• 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 for discussing complex software.
• Experience in building and improving internal processes while delivering projects on time.
• Strong team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.

Additional skills: Experience with Salesforce, Jira, and CRMs is a plus.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Additional benefits reflecting our values, including holiday leave, parental leave, wellness programs, travel opportunities, and more.

About Canonical:

Canonical pioneers open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, set high standards, and value excellence. Most colleagues work remotely, fostering a future-focused, innovative environment.

Canonical is an equal opportunity employer. We promote diversity and provide fair consideration regardless of background or identity.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development