Graduate Customer Success Manager

Canonical; Sherbrooke; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative leader in open source technology is seeking a Customer Success Manager to join their remote team. This role focuses on enhancing user experiences for a diverse customer base, particularly those using Ubuntu. You will support customers through onboarding, problem-solving, and proactive engagement to ensure their success with the product. With a commitment to excellence, this forward-thinking company offers a dynamic environment that values collaboration and innovation. Join a team that prioritizes customer satisfaction and drives impactful change in the tech landscape.

Benefits

Remote work with biannual in-person team sprints

USD 2,000 annual learning budget

Annual pay reviews

Paid holidays

Maternity and paternity leave

Employee Assistance Program

Travel opportunities

Qualifications

• Experience in customer success or support roles is essential.
• Strong communication skills are vital for onboarding and training.

Responsibilities

• Resolve customer ticket requests and enhance documentation.
• Onboard new customers and introduce them to products.

Skills

Customer-facing experience

Empathy

Presentation skills

Organizational skills

Cross-departmental interaction skills

Passion for technology

Tools

Ubuntu Pro

MAAS

Landscape

OpenStack

Ceph

Kubernetes

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) develop trust with customers and ensure they have a positive experience with Canonical's offerings. They understand customer objectives and leverage internal and external capabilities to address pain points, align expectations, and create collaboration roadmaps.

We are expanding our Customer Success team to enhance interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. This role primarily focuses on the Tech segment, including store customers, with an assigned portfolio. Our goal is to ensure a top user experience for Ubuntu's new users through problem-solving, onboarding, enablement, and value realization, ultimately leading to customer success. Collaboration and participation in campaigns will help identify future champions among our diverse user base.

Location

This role is remote and open worldwide.

Daily Responsibilities

1. Supporting customers by resolving ticket requests.
2. Enhancing documentation for problem-solving, FAQs, and onboarding materials.
3. Driving campaigns targeting multiple customers via digital touchpoints.
4. Identifying high potential and high risk customers from new onboardings.
5. Onboarding new customers and introducing them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
7. Engaging with your customer portfolio to identify risks.
8. Collecting and formatting customer feedback for product team review.

Candidate Profile

We seek individuals with:

• Customer-facing experience
• Empathy and a drive to help others
• A passion for technology, especially Ubuntu
• Excellent presentation skills
• Strong organizational skills and documentation management
• Team-oriented mindset and cross-departmental interaction skills

Additional Skills

Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, along with excellent English, is highly valued.

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 budget
• Annual pay reviews and recognition rewards
• Paid holidays, maternity, and paternity leave
• Employee Assistance Program
• Travel opportunities and upgrades for company events

About Canonical

Canonical leads in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We are a remote-first company since 2004, committed to excellence and innovation. Working at Canonical offers a glimpse into the future of digital business.

Equal Opportunity

We promote a diverse, inclusive workplace and consider all applications fairly, regardless of background or identity.