Graduate Customer Success Manager

Canonical; Laval; Remote; CAD 80,000 - 100,000; Full time

Job summary

A pioneering tech firm is seeking a Graduate Customer Success Manager to support customers and enhance their experience with a range of products. This entry-level position emphasizes customer-facing duties and collaboration across teams. Ideal candidates will demonstrate empathy, enthusiasm for technology, and strong communication skills. Remote work is available, fostering a diverse, inclusive environment.

Benefits

Personal learning and development budget of USD 2,000 per year

Annual compensation review

Distributed work environment with team sprints

Maternity and paternity leave

Employee Assistance Programme

Opportunity to travel to new locations

Qualifications

• Empathetic individual with a natural drive to help others.
• Excellent presentation skills and strong organizational skills.
• Capability to interact with all departments internally.

Responsibilities

• Support customers by finding solutions to ticket requests.
• Drive campaigns targeting multiple customers through digital touchpoints.
• Onboard new customers and introduce them to our products.

Skills

Customer-facing experience

Empathetic individual

Passion for technology

Excellent presentation skills

Strong organizational skills

Team player

Job description

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The role of a Customer Success Manager at Canonical

Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services, and support expansion within existing accounts. Customer Success Managers (CSMs) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. Through a clear understanding of their customer's objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain points, align expectations, and help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue offering thoughtful, smart, and precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is a first step in the CSM organization. Although you will primarily focus on the Tech segment, including store customers, you will also have an assigned portfolio. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, all the way to success. Collaborating with other teams and participating in campaign efforts, you will connect with diverse users of Canonical products and identify future champions.

Location: This role will be based remotely worldwide.

What your day will look like

• Supporting customers by finding solutions to ticket requests.
• Enriching documentation about problem solving, Q&A, onboarding materials.
• Driving campaigns targeting multiple customers through digital touchpoints and activities.
• Identifying high potential and high risk customers from newly onboarded users or customers.
• Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• Collaborating with Sales and Support to develop and deliver engagement plans that fulfill customer objectives.
• Engaging with your portfolio of customers to ensure risk identification.
• Collecting feedback from customers and formatting it for review by the product team.

What we are looking for in you

• Customer-facing experience.
• An empathetic individual with a natural drive to help others.
• Passion for technology, infrastructure, and Ubuntu in particular.
• Excellent presentation skills.
• Strong organizational skills, with the ability to structure and update documentation regularly.
• A team player capable of interacting with all departments internally.

Additional skills that you might also bring

• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent command of English.

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits reflecting our values and ideals, balancing programs to meet local needs globally.

• Distributed work environment with twice-yearly team sprints in person — we've been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass for travel and travel upgrades for company events.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, a major open source platform for AI, IoT, and cloud, we are changing the world daily. We recruit globally and set high standards for new hires, expecting excellence in all we do.

Since 2004, Canonical has been a remote-first company. Working here means thinking differently, working smarter, learning new skills, and raising your game. It offers a unique perspective into 21st-century digital business.

Canonical is an equal opportunity employer

We are committed to a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds enhances our environment and products. All applications are given fair consideration regardless of your identity.

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industry: Software Development

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