Graduate Customer Success Manager

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) develop trust with customers and ensure they have the best experience navigating Canonical's offerings. They understand customer objectives to activate internal and external capabilities, alleviate pain points, and align expectations.

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

This role is a foundational step 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 superior user experience through onboarding, problem-solving, enablement, and value realization, ultimately leading to customer success. You will collaborate with other teams, participate in campaigns, connect with diverse users, and identify future champions.

Location

This role is remote and open worldwide.

Daily Responsibilities

1. Support customers by resolving ticket requests.
2. Enhance documentation related to problem-solving, Q&A, and onboarding materials.
3. Lead campaigns targeting multiple customers via digital touchpoints.
4. Identify high potential and high risk customers among new onboarded users.
5. Onboard new customers, introducing them to products such as Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop engagement plans aligned with customer objectives.
7. Engage with your customer portfolio to identify risks.
8. Gather customer feedback and prepare it for review by the product team.

Candidate Profile

• Experience in customer-facing roles.
• Empathetic with a natural drive to assist others.
• Passionate about technology, infrastructure, and Ubuntu.
• Excellent presentation skills.
• Strong organizational skills with the ability to update documentation regularly.
• Team player capable of collaborating across departments.

Additional Skills

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

What We Offer

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

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Recognition rewards, annual holiday leave, maternity/paternity leave, Employee Assistance Programme, travel opportunities, and travel upgrades.

About Canonical

Canonical is a leader in open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We operate globally with high standards, expecting excellence from our team. Since 2004, we have been a remote-first company, encouraging innovative thinking and continuous learning.

Equal Opportunity Employer

We promote diversity and are committed to a workplace free from discrimination. All qualified applicants will receive fair consideration regardless of background or identity.