Jobs in Firenze, France

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) develop trust with customers and provide exceptional experiences navigating Canonical's offerings. By understanding customer objectives, CSMs activate internal and external capabilities to address pain points, align expectations, and develop collaboration roadmaps.

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

This role is an entry point in the CSM organization. While primarily focusing on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure a positive user experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to success. You will collaborate with other teams, participate in campaigns, connect with diverse users, and identify future champions.

This role is remote and open worldwide.

1. Supporting customers by resolving ticket requests.
2. Enhancing documentation on problem solving, FAQs, and onboarding materials.
3. Driving campaigns targeting multiple customers via digital touchpoints.
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, data applications, etc.
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 Ubuntu and infrastructure
• Excellent presentation skills
• Strong organizational skills and documentation updating ability
• Team player capable of cross-department interaction

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

We offer competitive compensation based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Remote work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards
• Annual leave, maternity and paternity leave
• Employee Assistance Programme
• Travel opportunities and upgrades for company events

Canonical is a leader in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to innovate, learn, and excel.

We value diversity and are committed to providing a fair application process, fostering an inclusive workplace free from discrimination.