Graduate Customer Success Manager

Canonical; Toronto; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Graduate Customer Success Manager to join their expanding team. This role focuses on ensuring customer satisfaction and success through effective onboarding, problem-solving, and collaboration. You will engage with diverse users, manage customer portfolios, and drive campaigns to enhance the user experience with cutting-edge products. With a strong emphasis on empathy and technology, this position offers a unique opportunity to grow within a remote-first company that values diversity and innovation. If you are passionate about technology and eager to help others succeed, this role is for you.

Benefits

Remote work with biannual team sprints

USD 2,000 annual learning and development budget

Annual salary review

Recognition rewards

Holiday leave

Maternity/paternity leave

Employee Assistance Programme

Opportunities for travel and travel upgrades

Qualifications

• Experience in customer-facing roles with a focus on support and problem-solving.
• Strong organizational skills to maintain updated documentation.

Responsibilities

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

Skills

Customer-facing experience

Empathy

Passion for technology

Excellent presentation skills

Strong organizational skills

Collaboration skills

Job description

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The 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) build trust with their assigned customers and ensure they have the best experience navigating 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 thoughtful, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

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

Location

This role is remote and open worldwide.

What your day will look like

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

What we are looking for in you

• Customer-facing experience.
• Empathy and a natural drive to assist others.
• Passion for technology, infrastructure, and Ubuntu.
• Excellent presentation skills.
• Strong organizational skills with the ability to update documentation regularly.
• Team player capable of collaborating across departments.

Additional skills that you might also bring

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

What we offer you

Compensation is based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Remote work with biannual team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary review.
• Recognition rewards, holiday leave, maternity/paternity leave.
• Employee Assistance Programme.
• Opportunities for travel and travel upgrades.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud solutions. We hire globally and demand excellence. Since 2004, we have been a remote-first company, encouraging innovative thinking and skill development.

Canonical is an equal opportunity employer

We value diversity and are committed to providing a workplace free from discrimination. All applications are considered fairly regardless of background or identity.