Graduate Customer Success Manager

Canonical; City of Edinburgh; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative tech firm is seeking a Customer Success Manager to enhance user experiences with their products. This role focuses on building trust with customers, ensuring smooth onboarding, and driving engagement through effective communication. You will collaborate with various teams to deliver tailored solutions and identify potential risks, all while being part of a remote-first company that values diversity and personal development. If you have a passion for technology and a drive to help others succeed, this opportunity could be your next career step.

Benefits

Personal learning and development budget

Annual compensation review

Recognition rewards

Annual holiday leave

Maternity and paternity leave

Employee Assistance Programme

Opportunity to travel to meet colleagues

Priority Pass for travel and upgrades

Qualifications

• Experience in customer-facing roles with a focus on problem-solving.
• Ability to structure and update documentation continually.

Responsibilities

• Support customers by finding solutions to ticket requests.
• Onboard new customers and introduce them to products and support processes.
• Engage with customers to ensure risk identification.

Skills

Customer-facing experience

Empathy

Passion for technology

Excellent presentation skills

Strong organizational skills

Team player

Job description

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 vast offerings. Through a clear understanding of their customer's objectives, the CSM can activate a large range of internal and external capabilities to alleviate pain points, align expectations, and help draw and deliver on an appropriate collaboration roadmap.

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

This role is a first step in the CSM organization. Although you will primarily focus on the Tech segment, including store customers, you will also have an assigned portfolio. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, leading to success. Collaborating with other teams and participating in campaign efforts, you will connect with diverse users of Canonical products and identify future champions.

Location

This role will be based remotely worldwide.

What your day will look like

1. Supporting customers by finding solutions to ticket requests.
2. Enriching documentation about 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, and more.
6. Collaborating with Sales and Support to develop and deliver engagement plans aligned with customer objectives.
7. Engaging with your portfolio of customers to ensure risk identification.
8. Collecting feedback from customers and formatting it 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 continually.
• A team player capable of interacting with all departments internally.

Additional skills that you might also bring

• Proficiency (both written and spoken) in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent command of English.

What we offer you

We consider geographical location, experience, and performance in shaping worldwide compensation. We revisit compensation annually and more often for graduates and associates to recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus and additional benefits reflecting our values and ideals, tailored to local needs and fairness.

• Distributed work environment with twice-yearly team sprints in person — we've been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to meet colleagues from your team and others.
• Priority Pass for travel and upgrades for long-haul company events.

About Canonical

Canonical is a pioneering tech firm leading the global open source movement. As the publisher of Ubuntu, a key open source project and platform for AI, IoT, and cloud, we are changing the world daily. We recruit globally and uphold high standards, expecting excellence in our team members. Since 2004, we have been a remote-first company, offering a futuristic work environment that challenges and develops our staff. Canonical provides a unique insight into 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity in experience, perspectives, and backgrounds enhances our environment and products. We consider all applications fairly, regardless of your identity.