Enterprise Customer Success Manager

Canonical; City of Edinburgh; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking an Enterprise Customer Success Manager to join its dynamic team. This role focuses on enhancing customer loyalty and product adoption through strategic onboarding and support. You will manage a diverse customer portfolio, collaborating across departments to drive engagement and growth. With a strong emphasis on IT expertise, particularly in Linux and cloud services, your contributions will directly influence product development and customer satisfaction. Join a forward-thinking company that values remote work and continuous learning, offering a supportive environment for your professional growth.

Benefits

Biannual team sprints

USD 2,000 annual learning budget

Annual compensation review

Recognition rewards

Holiday leave

Parental leave

Wellness programs

Travel opportunities

Travel upgrades

Qualifications

• 5+ years of IT experience with Linux OS and cloud technologies.
• Excellent presentation skills for complex software discussions.
• Knowledge of agile methodologies and team collaboration.

Responsibilities

• Onboard new customers and support processes.
• Manage customer portfolio and identify growth opportunities.
• Advocate for customers and influence product roadmaps.

Skills

IT-related experience

Linux OS

Cloud computing

Networking

Security

Agile methodologies

Presentation skills

Team collaboration

Spanish language

Portuguese language

Tools

Salesforce

Jira

Job description

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

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, along with industry leaders across sectors. The company is founder-led, profitable, growing, and employs a distributed team of over 1200 colleagues across more than 75 countries, with few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic, emerging department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations to enhance loyalty and draw collaborative roadmaps.

Our growing Customer Success team interacts across our product portfolio, from Ubuntu to open-source infrastructure and applications. CSMs are specialized in one of the following segments:

• Mass - SMEs or large businesses starting with Canonical
• Focus - Large companies with established ARR
• Step Growth - High-potential customers

All CSMs also support unassigned customers, including Store customers.

Location: This role is remote.

Responsibilities include:

• Onboard new customers, introduce products (Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data apps, etc.), and support processes.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a customer portfolio, identify growth opportunities and renewal risks.
• Lead weekly customer and business reviews, identify blockers, and drive resolutions.
• Advocate for customers internally, influencing product roadmaps and documentation.
• Support customers reactively via ticket requests.
• Create campaigns targeting multiple customers through digital activities.

Requirements:

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills for complex software discussions.
• Experience improving internal processes and delivering projects on time.
• Team player with cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with Spanish and Portuguese skills a plus.

Preferred skills:

• Experience with Salesforce, Jira, or CRMs.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review, recognition rewards, holiday leave, parental leave, wellness programs, travel opportunities, and travel upgrades.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and promote excellence. Most employees work remotely, fostering a future-oriented work environment that encourages innovation and skill development.

We are an equal opportunity employer. We value diversity and are committed to a fair application process regardless of background or identity.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development