Graduate Customer Success Manager

Canonical; Hamburg; Remote; USD 50.000 - 90.000; Vollzeit

Zusammenfassung

Join a pioneering technology company as a Customer Success Manager, where you'll play a vital role in ensuring customer satisfaction and engagement with innovative solutions. This remote position offers an exciting opportunity to work with a diverse portfolio, from onboarding new users to enhancing their experience with cutting-edge technology. You'll collaborate across teams, drive customer campaigns, and gather feedback to improve offerings. With a strong focus on empathy and problem-solving, you'll help shape the future of customer success in the tech industry. Embrace a culture of continuous learning and global collaboration in this rewarding role.

Leistungen

Remote work environment

Annual learning and development budget

Annual compensation review

Paid holiday leave

Employee Assistance Programme

Opportunities to travel

Travel benefits for company events

Qualifikationen

• Experience in customer-facing roles with a passion for technology.
• Ability to help customers navigate complex product offerings.

Aufgaben

• Support customers by resolving ticket requests and onboarding.
• Drive campaigns targeting multiple customers through digital touchpoints.

Kenntnisse

Customer-facing experience

Empathy

Presentation skills

Organizational skills

Collaboration

Problem-solving

Jobbeschreibung

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 help develop and execute a collaboration roadmap.

We are expanding our Customer Success team to continue delivering thoughtful, smart, and precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is an initial step within the CSM organization. While the primary focus will be on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users monthly, and our responsibility is to ensure they have the best user experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to their success. You will collaborate with other teams, participate in campaign efforts, connect with diverse users of Canonical products, and identify potential future champions.

Location

This role is remote and open worldwide.

What your day will look like

1. Supporting customers by resolving ticket requests.
2. Enhancing documentation related to problem solving, Q&A, onboarding materials.
3. Driving campaigns targeting multiple customers through digital touchpoints and activities.
4. Identifying high potential and high risk customers from newly onboarded users or customers.
5. Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, among others.
6. Collaborating with Sales and Support to develop and deliver engagement plans aligned with customer objectives.
7. Engaging with your customer portfolio to identify risks.
8. Collecting customer feedback for review by the product team.

What we are looking for in you

• Customer-facing experience.
• An empathetic individual with 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.
• A team player capable of collaborating across departments.

Additional skills you might bring

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

What we offer

Our compensation is shaped by location, experience, and performance, with annual reviews and performance bonuses. We offer various benefits reflecting our values and global fairness, including:

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

About Canonical

Canonical is a pioneering technology company leading the open source movement. As the publisher of Ubuntu, a key platform for AI, IoT, and cloud computing, we are transforming the world daily. We recruit globally and uphold high standards of excellence. Since 2004, we have been a remote-first company, encouraging innovative thinking, continuous learning, and skill development.

Canonical is an equal opportunity employer

We are committed to a diverse, inclusive workplace free from discrimination. We value varied experiences and perspectives, and we consider all applications fairly regardless of identity.