Enterprise Customer Success Manager

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

Job summary

Join a pioneering open-source company as an Enterprise Customer Success Manager, where you'll play a vital role in ensuring customer satisfaction and product adoption. This innovative firm is dedicated to supporting its clients through strategic engagement and collaboration. With a focus on building relationships and understanding customer needs, you'll help drive success across diverse sectors. Enjoy the flexibility of a remote work environment while participating in biannual team sprints and benefiting from a generous learning budget. If you're passionate about technology and customer success, this opportunity is perfect for you.

Benefits

Annual learning and development budget

Recognition rewards

Holiday leave

Maternity/paternity leave

Wellness programs

Travel opportunities

Travel upgrades for company events

Qualifications

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

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Manage a regional customer portfolio and identify growth risks.

Skills

IT-related experience

Linux OS

Cloud

Networking

Security

Agile methodologies

Presentation skills

Spanish

Portuguese

Tools

Salesforce

Jira

Job description

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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 a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet 2-4 times a year 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 at Canonical, 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 experience navigating Canonical's offerings. By understanding customer objectives, CSMs align expectations, suggest additional services or products to increase loyalty, address pain points, and help draw and deliver a collaboration roadmap.

We are expanding our Customer Success team to deliver thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively, CSMs are specialized in one of the following 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 remaining, not-yet-assigned customers, including our Store customers.

Location: This role is remote.

What your day will look like

• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a regional customer portfolio, identify growth and renewal risks.
• Conduct weekly customer and business reviews with cross-functional teams.
• Advocate for customers internally, influencing product roadmaps and processes.
• Support customers via reactive ticket requests.
• Create campaigns targeting multiple customers through digital touchpoints.

What we are looking for in you

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

Additional skills that you might also bring

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

What we offer colleagues

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review, recognition rewards, holiday leave, maternity/paternity leave.
• Wellness programs, travel opportunities, and travel upgrades for company events.

About Canonical

Canonical pioneers open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and foster a remote-friendly work environment since 2004. Working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer

We value diversity and are committed to providing a fair application process for all.