Enterprise Customer Success Manager

Canonical; Moncton; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading open source software provider is looking for an Enterprise Customer Success Manager in Moncton, Canada. This role involves onboarding customers, managing a portfolio, and driving collaboration across teams. The ideal candidate will have at least 5 years of experience in IT and excellent customer-facing skills. Benefits include a distributed work environment, personal development budget, and annual compensation review.

Benefits

Personal learning budget of USD 2,000

Annual compensation review

Maternity and paternity leave

Qualifications

• Minimum 5 years of work experience related to IT.
• Excellent presentation skills to discuss complex software.
• Experience improving internal processes for timely delivery.

Responsibilities

• Onboard new customers and introduce them to our products.
• Coordinate complex projects with various stakeholders.
• Manage a portfolio of customers and identify growth opportunities.

Skills

Customer-facing skills

Linux OS knowledge

Cloud computing

Networking

Agile methodologies

Proficiency in Spanish

Proficiency in Portuguese

Tools

Salesforce

Jira

Job description

Overview

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 breakthrough 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 globally distributed, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person 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 new and strategic department at Canonical, aimed at reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their assigned customers and provide the best possible experience navigating Canonical’s broad offering. By understanding customers’ objectives, the CSM can align expectations, suggest a range of services or product capacity to increase loyalty, address pain points, and help plan and deliver a collaboration roadmap.

Responsibilities

• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.
• Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support to develop and deliver engagement plans that fulfill the customer's objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Lead a disciplined, weekly customer and business review process with cross-functional teams, identifying blockers and driving resolution through product and engineering teams.
• Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes and people to improve satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touchpoints and activities.

What we are looking for in you

The ideal candidate will display impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies. We are also looking for:

• Minimum 5 years of work experience with a strong relation to IT and exposure to projects related to Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
• Excellent presentation skills with the ability to guide conversations about complex software.
• Experience building and improving internal processes while maintaining timely delivery to customer-related projects.
• A true team player capable of interacting with all departments and at all levels, internally and externally.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese alongside excellent command of English is appreciated.

Additional skills

• Experience with Salesforce, Jira and CRMs is a plus.

What we offer

Compensation reflects location, experience, and performance, with an annual review and a performance-driven bonus or commission. We provide additional benefits aligned with our values and local needs.

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Team Member Assistance Program & Wellness Platform
• Opportunity to travel to new locations to meet colleagues
• Priority Pass and travel upgrades for long-haul company events

About Canonical

Canonical is a pioneering tech firm leading the global move to open source. We publish Ubuntu, a cornerstone open-source project for AI, IoT, and cloud. We recruit on a global basis and set high standards for new hires. Most colleagues work from home, and we encourage thinking differently, continual learning, and personal growth.

Equal opportunity

Canonical is an equal opportunity employer. We are committed to a workplace free from discrimination. We value diversity of experience, perspectives, and backgrounds, and we ensure fair consideration of every application.