Enterprise Customer Success Manager

Canonical; Boston (MA); Remote; USD 80,000 - 120,000; Full time

Job summary

Join an innovative company at the forefront of open source technology as an Enterprise Customer Success Manager. In this role, you will enhance customer satisfaction and loyalty by onboarding new clients, managing complex projects, and advocating for customer needs. With a focus on products like Ubuntu Pro and MAAS, you will collaborate closely with cross-functional teams to drive product adoption and retention. This forward-thinking organization values diversity and offers a remote work environment, comprehensive benefits, and a commitment to your professional growth. If you are passionate about technology and customer success, this role is perfect for you.

Benefits

Remote work with biannual in-person team sprints

USD 2,000 annual learning and development budget

Annual compensation review

Performance bonuses

Comprehensive benefits including maternity and paternity leave

Wellness programs

Travel opportunities

Qualifications

• 5+ years of IT experience with exposure to Linux, cloud, and networking.
• Strong presentation skills and ability to communicate complex concepts.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Manage a regional customer portfolio and identify growth opportunities.

Skills

IT Experience

Linux OS

Cloud Computing

Networking

Security

Presentation Skills

Agile Methodologies

Education

Bachelor's Degree in IT or related field

Tools

Salesforce

Jira

CRMs

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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in more than 75 countries.

About the Role

The Customer Success department at Canonical aims to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations to enhance loyalty and satisfaction. CSMs specialize in segments such as Mass, Focus, and Step Growth, and contribute to company-wide support for all other customers.

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, identifying growth opportunities and renewal risks.
• Conduct weekly customer and business reviews, prioritize blockers, and drive resolutions.
• Advocate for customers internally to influence product roadmaps and improve satisfaction.
• Support customers through reactive ticket requests.
• Create digital campaigns targeting multiple customers.

Qualifications

• At least 5 years of experience related to IT, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Strong presentation skills and ability to communicate complex software concepts.
• Experience with internal process improvement and timely project delivery.
• Team player with excellent cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages such as Spanish and Portuguese considered a plus.

Preferred Skills

• Experience with Salesforce, Jira, and CRMs.

Benefits

• Remote work with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Comprehensive benefits including holiday, maternity, and paternity leave, wellness programs, and travel opportunities.

About Canonical

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We operate globally with high standards, fostering innovation and excellence. Working remotely since 2004, we offer a forward-thinking environment that encourages learning and growth.

Canonical is an equal opportunity employer committed to diversity and inclusion.