Graduate Customer Success Manager

Canonical; Moncton; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading company in open source seeks a Customer Success Manager to enhance customer experience with their offerings. This remote role involves onboarding, problem-solving, and collaborating with teams to ensure customer satisfaction. Ideal for tech enthusiasts with strong interpersonal skills.

Benefits

USD 2,000 annual learning and development budget

Annual salary review and recognition rewards

Paid holiday, maternity, and paternity leave

Employee Assistance Programme

Travel opportunities for company events

Qualifications

• Experience in customer-facing roles.
• Passionate about technology, especially Ubuntu.

Responsibilities

• Support customers by resolving ticket requests.
• Onboard new customers, introducing products like Ubuntu Pro.
• Collaborate with Sales and Support to develop engagement plans.

Skills

Customer-facing experience

Empathy

Presentation skills

Organizational skills

Team player

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 account expansion. Customer Success Managers (CSMs) build trust with customers and enhance their experience with Canonical's offerings. By understanding customer objectives, CSMs activate internal and external capabilities to address pain points, align expectations, and develop collaboration roadmaps.

We are expanding our Customer Success team to maintain high-quality interactions across our product portfolio, including Ubuntu and open source infrastructure and applications. This role is an entry point in the CSM organization, primarily focusing on the Tech segment, including store customers, with an assigned portfolio. Ubuntu's popularity among new users emphasizes our responsibility to ensure a positive user experience through onboarding, problem-solving, enablement, and value realization. You will collaborate with other teams and participate in campaigns to engage diverse users and identify future champions.

Location

This role is remote and open to candidates 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 through digital channels.
4. Identify high-potential and high-risk customers from new onboardings.
5. Onboard new customers, introducing 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 objectives.
7. Engage with your portfolio to identify risks.
8. Gather and format customer feedback for product team review.

Candidate Profile

• Experience in customer-facing roles.
• Empathetic with a natural drive to assist others.
• Passionate about technology, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills and documentation management.
• Team player capable of cross-departmental interaction.

Preferred Additional Skills

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English.

What We Offer

Our compensation considers location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Remote work with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary review and recognition rewards.
• Paid holiday, maternity, and paternity leave.
• Employee Assistance Programme.
• Travel opportunities and upgrades for company events.

About Canonical

Canonical is a leader in open source, publishing Ubuntu and supporting AI, IoT, and cloud platforms. Since 2004, we have operated remotely, fostering innovation and excellence in digital business. We value diversity and are committed to an inclusive workplace.

Equal Opportunity Statement

We promote a workplace free from discrimination, welcoming applications from all backgrounds and experiences.