Enterprise Customer Success Manager

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

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to enhance customer loyalty and satisfaction. In this role, you will onboard new customers, coordinate complex projects, and advocate for their needs internally. You will work closely with sales and engineering teams to develop engagement plans and lead customer reviews. This position offers the flexibility of remote work while being part of a dynamic team dedicated to innovation in open source technologies. If you are passionate about customer success and thrive in a collaborative environment, this is the perfect opportunity for you.

Benefits

Remote Work

Annual Learning Budget

Performance Reviews

Generous Leave Policies

Wellness Programs

Travel Opportunities

Qualifications

• 5+ years of IT experience with exposure to Linux OS and cloud computing.
• Strong presentation skills and ability to manage complex projects.
• Experience in building and improving internal processes.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Coordinate projects with developers and IT managers across industries.
• Manage customer portfolio and identify growth opportunities.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

IoT

Project Management

Agile Methodologies

Presentation Skills

Cross-Departmental Interaction

Tools

Salesforce

Jira

CRMs

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of 1200+ colleagues across 75+ countries.

About the Role

The Customer Success department at Canonical aims to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations to enhance loyalty and satisfaction. The team is expanding to cover various segments: Mass, Focus, and Step Growth, with all CSMs supporting additional company-wide business support for unassigned customers.

Responsibilities

• Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Coordinate complex projects with developers, IT managers, and decision-makers across industries.
• Collaborate with Sales, Field Engineering, and Support teams to develop engagement plans.
• Manage a customer portfolio in a specific region, identifying growth opportunities and renewal risks.
• Lead weekly customer and business reviews, prioritize blockers, and drive resolutions.
• Advocate for customers internally, influencing product roadmaps, documentation, and processes.
• Support customers through reactive ticket requests.
• Create targeted campaigns via digital touchpoints.

Qualifications

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Excellent presentation skills and ability to discuss complex software.
• Experience in building and improving internal processes with timely project delivery.
• Strong team player with cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.

Preferred Skills

• Experience with Salesforce, Jira, and CRMs.

What We Offer

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Performance reviews and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Wellness programs and travel opportunities.

About Canonical

Canonical is a pioneer in open source, known for Ubuntu and its contributions to AI, IoT, and cloud technologies. We value excellence, diversity, and innovation, and operate a fully remote workforce since 2004.

Additional Details

Position: Mid-Senior level, Full-time, in the Software Development industry. Located remotely.