Enterprise Customer Success Manager

Canonical; Baltimore (MD); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking an Enterprise Customer Success Manager to enhance customer relationships and drive product adoption. In this remote role, you will onboard new customers, manage complex projects, and advocate for customer needs. This position offers a unique opportunity to work with cutting-edge open-source technologies while collaborating with diverse teams across the globe. With a commitment to professional growth and a supportive work environment, this role is perfect for someone passionate about technology and customer success. Join a team that values excellence and innovation in a dynamic industry.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Holiday leave

Maternity/paternity leave

Wellness programs

Travel opportunities

Travel upgrades for company events

Qualifications

• Minimum 5 years of IT-related experience with exposure to Linux OS and cloud.
• Excellent presentation skills for complex software discussions.
• Team player capable of interacting across departments.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and Kubernetes.
• Coordinate complex projects with developers and IT managers.
• Manage a customer portfolio and identify growth opportunities.

Skills

IT-related experience

Linux OS

Data applications

Cloud

Networking

Security

Migration

IoT

Presentation skills

Agile methodologies

Spanish proficiency

Portuguese proficiency

Tools

Salesforce

Jira

Job description

Join to apply for the Enterprise Customer Success Manager role at Canonical.

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 leading public cloud and silicon providers, and industry leaders across sectors. We are a pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

We are founder-led, profitable, and growing. We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations, offering additional services or products to increase loyalty and draw up collaboration roadmaps.

Our growing Customer Success team offers thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively, CSMs are specialized in segments:

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

All CSMs also support other customers, including our Store customers.

Location: This role is remote.

What your day will look like

• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• Coordinate complex projects with developers, IT managers, and decision makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a customer portfolio in a specific region, identify growth opportunities or renewal risks.
• Conduct weekly customer and business reviews, identify blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps and processes.
• Support customers through reactive tickets.
• Create campaigns targeting multiple customers via digital channels.

What we are looking for in you

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills for complex software discussions.
• Experience in building and improving internal processes.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese, alongside English, is highly valued.

Additional skills that you might also bring

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

What we offer colleagues

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

About Canonical

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, set high standards, and value excellence. Most colleagues work remotely, and working here challenges you to think differently and learn new skills.

Canonical is an equal opportunity employer

We foster a workplace free from discrimination, valuing diversity of experience and background. We consider all applications fairly.