Graduate Customer Success Manager

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

Job summary

An innovative technology firm is seeking a Graduate Customer Success Manager to join their remote team. In this entry-level role, you will be pivotal in enhancing customer experiences by resolving issues, onboarding clients, and driving engagement with cutting-edge open-source technologies. This position offers a unique opportunity to connect with diverse users globally, ensuring they receive the utmost value from their interactions. With a strong emphasis on teamwork and collaboration, you will work closely with various departments to foster customer loyalty and satisfaction. Join a company that values diversity and excellence while enjoying the flexibility of remote work and a commitment to your personal development.

Benefits

Annual learning and development budget of USD 2,000

Comprehensive benefits including parental leave

Performance reviews and bonuses

Remote work with biannual in-person team sprints

Employee Assistance Program

Travel opportunities

Qualifications

• Experience in customer-facing roles with a focus on problem-solving.
• Strong organizational skills for documentation and customer feedback.

Responsibilities

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

Skills

Customer-facing experience

Empathy

Presentation skills

Organizational skills

Team player

Passion for technology

Job description

Join to apply for the Graduate Customer Success Manager role at Canonical.

Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers and provide an excellent experience navigating Canonical's offerings, including Ubuntu and open source infrastructure.

This role primarily focuses on the Tech segment, including store customers, with a designated portfolio. The objective is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, connecting with diverse users to identify future champions.

Location: This role is remote worldwide.

Daily Responsibilities:

• Support customers by resolving ticket requests.
• Enhance documentation for problem-solving, Q&A, and onboarding.
• Drive campaigns via digital touchpoints.
• Identify high potential and high risk customers.
• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, among others.
• Collaborate with Sales and Support to develop engagement plans.
• Engage with your customer portfolio to identify risks.
• Gather customer feedback for product team review.

Desired Skills and Qualifications:

• Customer-facing experience.
• Empathetic, with a natural drive to help others.
• Passion for technology, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills for documentation.
• Team player capable of cross-department interaction.

Additional Skills (Optional):

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

What We Offer:

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Performance reviews and bonuses.
• Comprehensive benefits including leave, parental leave, Employee Assistance Program, and travel opportunities.

About Canonical:

Canonical is a pioneering open-source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We are a remote-first company since 2004, committed to excellence and diversity, fostering a fair, inclusive workplace.

Additional Details:

• Seniority level: Entry level
• Employment type: Full-time
• Industry: Software Development