Enterprise Customer Success Manager

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Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues across more than 75 countries, mostly working remotely.

About the Role

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic department focused on reducing risk and churn, facilitating product adoption, and supporting account expansion. CSMs develop trust with customers, understand their objectives, and align expectations to enhance loyalty and collaboration.

Our Customer Success team covers various segments:

• Mass - SMEs or large businesses starting with Canonical
• Focus - Large companies with established ARR
• Step Growth - High-potential customers

All CSMs also support unassigned customers, including those from the Tech segment and Store customers.

Location

This role is remote-based.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Engineering, and Support to develop engagement plans.
• Manage a regional customer portfolio, identify growth or renewal risks.
• Lead weekly customer and business reviews, resolve blockers.
• Advocate for customers internally and influence product roadmaps.
• Support customers via reactive tickets.
• Create targeted campaigns through digital touchpoints.

Ideal Candidate

Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT. Excellent presentation skills, process improvement experience, team collaboration, and knowledge of agile methodologies are required. Proficiency in English, with skills in Spanish and Portuguese, is preferred.

Additional Skills

Experience with Salesforce, Jira, and CRMs is a plus.

What We Offer

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary review, recognition rewards, holiday leave, maternity/paternity leave.
• Wellness programs, travel opportunities, and travel upgrades for company events.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, expect excellence, and promote a remote, innovative work culture.

Equal Opportunity Employer

We value diversity and are committed to an inclusive workplace, considering all applications fairly.

Job Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Other
• Industry: Software Development