Enterprise Customer Success Manager

Canonical; Boise (ID); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic Enterprise Customer Success Manager to join their remote team. This role focuses on enhancing customer satisfaction by onboarding clients, managing complex projects, and advocating for customer needs. As a key player in a strategic department, you will collaborate with cross-functional teams to drive product adoption and account expansion. With a commitment to open source and innovation, this forward-thinking company offers a supportive environment for professional growth and development. If you have a passion for technology and customer success, this opportunity is perfect for you.

Benefits

Annual learning and development budget of USD 2,000

Performance bonuses

Wellness programs

Travel opportunities

Family leave policies

Distributed work environment

Biannual in-person team sprints

Qualifications

• 5+ years of IT experience with exposure to Linux, cloud, and networking.
• Excellent presentation skills and team-oriented collaboration.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro.
• Manage complex projects with developers and IT managers.
• Lead weekly customer reviews to address blockers.

Skills

Linux OS

Cloud Computing

Networking

Security

Project Management

Agile Methodologies

Presentation Skills

Collaboration

Education

Bachelor's Degree in IT or related field

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top 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 in person 2-4 times a year in various international locations to align on strategy and execution.

The company is founder-led, profitable, and growing.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic, newly established department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting account expansion. Customer Success Managers (CSMs) build trust with their assigned customers and provide optimal navigation of Canonical's offerings. They understand customer objectives to align expectations, suggest additional services, alleviate pain points, and develop collaborative roadmaps.

Our growing Customer Success team aims to deliver thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To ensure focused support, CSMs are specialized in one of these segments:

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

All CSMs support business at the company level for unassigned customers, including our Store clients.

Location: This role is remote.

Daily responsibilities include:

• Onboarding new customers and introducing products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.
• Managing complex projects with developers, IT managers, and decision makers from various industries.
• Collaborating with Sales, Field Engineering, and Support to develop engagement plans.
• Managing a customer portfolio in a specific region, identifying growth or renewal risks.
• Leading weekly customer and business reviews with cross-functional teams to address blockers and drive resolutions.
• Advocating for customers internally to influence product roadmaps, documentation, and processes.
• Supporting customers through reactive ticket requests.
• Creating campaigns targeting multiple customers via digital activities.

Ideal candidate qualities:

• At least 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT projects.
• Excellent presentation skills for discussing complex software.
• Experience improving internal processes and delivering projects on time.
• Team-oriented with ability to collaborate across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional fluency in Spanish and Portuguese preferred.

Additional desirable skills:

• Experience with Salesforce, Jira, and CRMs.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation reviews and performance bonuses.
• Additional benefits aligned with our values, including wellness programs, travel opportunities, and family leave policies.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and support remote work since 2004. Join us to innovate and grow professionally.

Equal Opportunity Statement:

We promote diversity and are committed to a workplace free from discrimination. All applicants will be considered fairly regardless of background or identity.

Senioriry level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development