Enterprise Customer Success Manager

Canonical; London; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking an Enterprise Customer Success Manager to enhance customer engagement and drive product adoption. This exciting role involves onboarding new clients, managing a diverse customer portfolio, and collaborating with various teams to ensure successful project delivery. You'll advocate for customers internally, influence product roadmaps, and support their needs through proactive engagement. Join a dynamic team that values learning and development, offering a distributed work environment and a commitment to diversity and inclusion. If you're passionate about technology and customer success, this opportunity is perfect for you.

Benefits

Annual Learning and Development Budget

Performance Bonuses

Wellness Programs

Travel Opportunities

Parental Leave

Distributed Work Environment

Qualifications

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

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and Kubernetes.
• Manage a customer portfolio and identify growth opportunities.
• Coordinate complex projects with cross-functional teams.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

Presentation Skills

Agile Methodologies

Team Collaboration

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 leading public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing.

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic department aimed at reducing risk and churn, facilitating adoption of new products, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations, suggesting additional services or products to increase loyalty and drawing up collaboration roadmaps.

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

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

All CSMs also support business at the company level for remaining customers, including Store customers.

Location: This role is remote.

What Your Day Will Look Like

• Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• 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 or renewal risks, and coordinate with Sales.
• Conduct weekly customer and business reviews with cross-functional teams to identify and resolve blockers.
• Advocate for customers internally and influence product roadmaps, documentation, and processes.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital touchpoints.

What We Are Looking For In You

• 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 for complex software discussions.
• Experience improving internal processes and delivering projects timely.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with knowledge of Spanish and Portuguese a plus.

Additional Skills That You Might Also Bring

• Experience with Salesforce, Jira, and CRMs is advantageous.

What We Offer Colleagues

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Additional benefits reflecting our values, including wellness programs, travel opportunities, and parental leave.

About Canonical

Canonical pioneers open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, expecting excellence, and support remote work since 2004. Working here challenges you to think differently, learn new skills, and innovate.

Canonical is an equal-opportunity employer, committed to diversity and inclusion, ensuring fair consideration for all applicants.