Jobs in Ottawa, United States

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.

This role is remote and open worldwide.

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.

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

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

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

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.

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