Graduate Customer Success Manager

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

Job summary

An innovative company is seeking a Graduate Customer Success Manager to join their dynamic team. This entry-level position focuses on enhancing customer experiences with cutting-edge technology and solutions. You'll be responsible for onboarding clients, resolving inquiries, and collaborating with various departments to ensure customer satisfaction. With a strong emphasis on empathy and communication, this role offers a unique opportunity to contribute to the success of customers using a renowned open-source platform. Join a remote-first organization that values diversity and offers competitive compensation and benefits.

Benefits

Remote work environment

USD 2,000 annual learning budget

Annual compensation reviews

Recognition rewards

Holiday leave

Maternity and paternity leave

Employee Assistance Programme

Opportunities to travel

Travel upgrades for company events

Qualifications

• Experience in customer-facing roles with a focus on problem-solving.
• Ability to structure and update documentation regularly.

Responsibilities

• Support customers by resolving ticket requests and enhancing documentation.
• Onboard new customers and introduce them to products and support processes.

Skills

Customer-facing experience

Empathy

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 offerings. By understanding their customer's objectives, the CSM can activate various internal and external capabilities to address pain points, align expectations, and develop a suitable collaboration roadmap.

We are expanding our Customer Success team to continue delivering 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 the primary focus will be on the Tech segment, including store customers, you will also manage a portfolio of clients. Ubuntu is chosen by thousands of new users every month. Our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, leading to customer success. You will collaborate with other teams and participate in campaign efforts to connect with a diverse set of users and identify future champions.

Location

This role is remote and can be based worldwide.

What your day will look like

• Supporting customers by resolving ticket requests.
• Enhancing documentation related to problem solving, FAQs, and onboarding materials.
• Driving campaigns targeting multiple customers through digital touchpoints.
• Identifying high potential and high risk customers from newly onboarded users.
• Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Collaborating with Sales and Support to develop engagement plans aligning with customer objectives.
• Engaging with your customer portfolio to identify risks.
• Collecting and formatting customer feedback for review by the product team.

What we are looking for in you

• Customer-facing experience.
• Empathy and 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.
• Team player capable of interacting across departments.

Additional skills that you might also bring

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

What we offer you

We offer competitive worldwide compensation, revisited annually, with additional benefits reflecting our values. Our benefits include:

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation reviews.
• Recognition rewards.
• Holiday leave, maternity, and paternity leave.
• Employee Assistance Programme.
• Opportunities to travel and meet colleagues.
• Travel upgrades for company events.

About Canonical

Canonical leads in open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We are a remote-first company since 2004, committed to excellence and diversity, fostering a fair and inclusive workplace.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development