Jobs in Woking, Großbritannien

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.

This role is remote and open worldwide.

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.

• 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

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

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

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.

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.