Graduate Customer Success Manager

Canonical; Glasgow; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance customer experiences and drive product adoption. This role involves supporting customers through onboarding and problem-solving, collaborating with diverse teams, and identifying high-potential clients. With a focus on empathy and technology, this position offers a unique opportunity to make a significant impact in a remote-first environment. Join a forward-thinking team that values diversity and provides ample opportunities for personal and professional growth.

Benefits

Remote work with biannual team sprints

USD 2,000 annual learning and development budget

Recognition rewards

Holiday leave

Maternity and paternity leave

Employee Assistance Programme

Opportunities for travel and travel upgrades

Qualifications

• Experience in customer-facing roles with a focus on empathy and support.
• Strong organizational skills to maintain and update documentation.

Responsibilities

• Support customers by resolving ticket requests and enhancing documentation.
• Onboard new customers to products like Ubuntu Pro and OpenStack.

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 strategic department at Canonical, aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) build trust with their customers and ensure they have a positive experience navigating Canonical's offerings. By understanding customer objectives, CSMs can leverage internal and external capabilities to address pain points, align expectations, and develop collaborative roadmaps.

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

This role is an entry point in the CSM organization. While the primary focus will be on the Tech segment, including store customers, each CSM will also manage a portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure their optimal experience through onboarding, problem-solving, enablement, and value realization. You will collaborate with other teams, participate in campaigns, and engage with diverse users to identify 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, FAQs, and onboarding materials.
3. Driving campaigns targeting multiple customers via digital channels.
4. Identifying high potential and high risk customers from new onboardings.
5. Onboarding new customers and introducing them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
7. Engaging with your customer portfolio to identify risks.
8. Collecting and formatting customer feedback for product team review.

What we are looking for in you

• Customer-facing experience
• Empathy and a natural drive to help others
• Passion for technology, especially infrastructure and Ubuntu
• Excellent presentation skills
• Strong organizational skills with the ability to maintain and update documentation
• Team player capable of cross-departmental interaction

Additional skills that you might also bring

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

What we offer you

We offer a competitive package based on location, experience, and performance, including annual reviews and bonuses. Benefits include:

• Remote work with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Recognition rewards, holiday leave, maternity and paternity leave
• Employee Assistance Programme
• Opportunities for travel and travel upgrades for company events

About Canonical

Canonical is a leader in open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. Since 2004, we have embraced a remote-first approach, fostering innovation and excellence in digital business.

Canonical is an equal opportunity employer

We value diversity and are committed to creating an inclusive workplace free from discrimination. All applications will be considered fairly regardless of background or identity.