Graduate Customer Success Manager

Canonical; Calgary; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative company seeks a Customer Success Manager to enhance user experiences with open-source solutions. This remote role focuses on building relationships with customers, resolving issues, and ensuring successful product adoption. You'll collaborate with diverse teams, engage with a global user base, and contribute to campaigns that drive customer success. With a commitment to employee development and a supportive work environment, this opportunity is perfect for those passionate about technology and customer engagement. Join a forward-thinking team and help shape the future of open-source technology.

Benefits

Remote work with biannual team sprints

$2,000 annual learning and development budget

Annual salary review

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Program

Travel opportunities

Travel upgrades for company events

Qualifications

• Experience in customer-facing roles with a focus on empathy and problem-solving.
• Strong organizational and presentation skills to enhance customer interactions.

Responsibilities

• Support customers by resolving ticket requests and enhancing documentation.
• Onboard new customers and introduce them to products like Ubuntu Pro and OpenStack.

Skills

Customer-facing experience

Empathy

Passion for technology

Presentation skills

Organizational skills

Team collaboration

Job description

Role of a Customer Success Manager at Canonical

Customer success is a strategic 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 customers and provide excellent experiences navigating Canonical's offerings. They understand customer objectives and activate internal and external capabilities to address pain points, align expectations, and create collaboration roadmaps.

We are expanding our Customer Success team to deliver thoughtful, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is an entry point in the CSM organization. While primarily focusing on the Tech segment, including store customers, you will also manage a portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to success. You will collaborate with other teams and participate in campaigns to connect with a diverse user base and identify future champions.

Location

This role is remote and open worldwide.

Daily Responsibilities

1. Support customers by resolving ticket requests.
2. Enhance documentation related to problem-solving, FAQs, and onboarding materials.
3. Lead campaigns targeting multiple customers via digital channels.
4. Identify high potential and high risk customers from new onboardings.
5. Onboard new customers and introduce them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop engagement plans aligned with customer goals.
7. Engage with your customer portfolio to identify risks.
8. Gather customer feedback for review by the product team.

Desired Skills and Qualifications

• Experience in customer-facing roles.
• Empathy and a natural drive to assist others.
• Passion for technology, especially Ubuntu and infrastructure.
• Excellent presentation skills.
• Strong organizational skills with the ability to maintain and update documentation.
• Team player capable of cross-departmental interaction.

Additional Skills

• Proficiency in multiple languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.

What We Offer

Compensation is shaped by location, experience, and performance, with annual reviews and performance bonuses. Additional benefits include:

• Remote work with biannual in-person team sprints.
• $2,000 annual learning and development budget.
• Annual salary review, recognition rewards, holiday leave, parental leave, Employee Assistance Program, travel opportunities, and travel upgrades for company events.

About Canonical

Canonical leads in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally and uphold high standards of excellence. Since 2004, we have been a remote-first company, offering a forward-looking work environment that encourages skill development and innovation.

Equal Opportunity Employer

We promote a workplace free from discrimination, valuing diverse experiences and backgrounds, and ensure fair consideration for all applicants.