Enterprise Customer Success Manager

Canonical; Buffalo (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

In einem dynamischen und innovativen Umfeld sucht ein führendes Unternehmen im Bereich Open Source Software einen Enterprise Customer Success Manager. Diese Rolle ist entscheidend für die Unterstützung von Kunden bei der Nutzung von Produkten und Dienstleistungen, um deren Erfolg zu maximieren. Sie werden neue Kunden onboarden, komplexe Projekte koordinieren und eng mit verschiedenen Abteilungen zusammenarbeiten, um sicherzustellen, dass die Kundenbedürfnisse erfüllt werden. Mit einem starken Fokus auf Cloud-Technologien und einem Engagement für Kundenzufriedenheit bietet diese Position eine spannende Gelegenheit, in einem globalen Team zu arbeiten und einen echten Einfluss auf die Kundenerfahrung zu haben.

Benefits

Jährliches Budget für Lernen und Entwicklung von 2000 USD

Biannual in-person team sprints

Anerkennungsprämien

Urlaubsanspruch

Mutter-/Vaterschaftsurlaub

Wellness-Programme

Reisemöglichkeiten

Qualifications

• Mindestens 5 Jahre relevante IT-Erfahrung, insbesondere in Cloud und Datenzentren.
• Ausgezeichnete Präsentationsfähigkeiten und Erfahrung in der Prozessverbesserung.

Responsibilities

• Onboarding neuer Kunden und Einführung in Produkte und Supportprozesse.
• Koordination komplexer Projekte mit Entwicklern und IT-Managern.

Skills

Kundenorientierung

Cloud-Technologien

Linux OS

Datenanwendungen

Netzwerksicherheit

Education

Bachelor in Informatik oder verwandten Bereichen

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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders across many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, 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 new and strategic department at Canonical, aimed at reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their assigned customers and provide them with the best possible experience navigating Canonical's offerings. By understanding their customers' objectives, CSMs can align expectations, suggest additional services or products to increase loyalty, alleviate pain points, and help draw and deliver an appropriate collaboration roadmap.

We are expanding our Customer Success team to ensure thoughtful, smart, and precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide focused support, CSMs are specialized in one of the following segments:

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

All CSMs contribute to business support for remaining, not-yet-assigned customers (Tech segment), including Store customers.

Location: This role is remote.

What your day will look like

• Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• Coordinate complex projects with developers, IT managers, and decision makers from various industries.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans that meet customer objectives.
• Manage a customer portfolio in a specific region, identify growth opportunities or renewal risks, and coordinate with Sales.
• Lead weekly customer and business reviews with cross-functional teams, prioritize blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps, documentation, and processes to improve satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital touchpoints and activities.

What we are looking for in you

The ideal candidate will have excellent customer-facing skills and a passion for cloud and data center technologies. Requirements include:

• Minimum 5 years of relevant IT experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Excellent presentation skills capable of discussing complex software.
• Experience improving internal processes and delivering projects on time.
• Strong team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages like Spanish and Portuguese a plus.

Additional skills that you might also bring

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

What we offer colleagues

We offer a competitive, performance-based compensation package, including:

• 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 more

About Canonical

Canonical is a pioneering open-source tech firm, the publisher of Ubuntu, and a leader in AI, IoT, and cloud platforms. We hire globally and uphold high standards of excellence. Most colleagues work remotely, fostering a flexible and innovative work environment.

Canonical is an equal opportunity employer, committed to diversity and inclusion, and we consider all applications fairly regardless of background or identity.