Enterprise Customer Success Manager

Canonical; Charlotte (NC); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as an Enterprise Customer Success Manager, where you'll drive customer satisfaction and product adoption across a diverse portfolio. This role focuses on onboarding new customers, managing complex projects, and collaborating with cross-functional teams to enhance loyalty and identify growth opportunities. With a commitment to open-source excellence, this innovative firm fosters a flexible, remote work environment while offering competitive compensation and a strong learning budget. If you're passionate about technology and customer success, this is the perfect opportunity for you.

Benefits

Remote work with biannual team sprints

USD 2,000 annual learning budget

Annual compensation review

Performance bonuses

Health and wellness benefits

Travel policies

Leave policies

Qualifications

• 5+ years of IT experience with Linux, cloud, and data applications.
• Strong presentation skills for complex software discussions.
• Team player with cross-departmental interaction skills.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro.
• Coordinate projects with developers and decision-makers.
• Manage a regional customer portfolio and identify risks.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

Project Management

Agile Methodologies

Presentation Skills

Spanish Language

Portuguese Language

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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global team of 1200+ colleagues in 75+ countries, mostly remote, with occasional in-person meetings.

The Customer Success department at Canonical aims to reduce risk and churn, facilitate product adoption, and support account expansion. Customer Success Managers (CSMs) build trust with their assigned customers, understand their objectives, and align expectations to enhance loyalty and satisfaction. They also identify growth opportunities and coordinate with sales and support teams.

We are expanding our Customer Success team to manage interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs are specialized in segments: Mass, Focus, and Step Growth, with all contributing to support for unassigned customers and store clients.

Location:

This role is remote.

Responsibilities:

1. Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
2. Coordinate complex projects with developers, IT managers, and decision-makers.
3. Collaborate with sales, engineering, and support to develop engagement plans.
4. Manage a regional customer portfolio, identify growth and renewal risks.
5. Lead weekly customer and business reviews, resolve blockers.
6. Advocate for customers internally, influence product roadmaps, and improve satisfaction.
7. Support customers through reactive ticketing.
8. Create targeted campaigns via digital channels.

Qualifications:

• 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 improving internal processes and delivering projects on time.
• Team player with cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with Spanish and Portuguese skills a plus.

Preferred Skills:

• Experience with Salesforce, Jira, and CRMs.

What We Offer:

• Remote work with biannual in-person team sprints.
• USD 2,000 annual learning budget.
• Annual compensation review and performance bonuses.
• Additional benefits including health, wellness, travel, and leave policies.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, value excellence, and promote a diverse, inclusive workplace. Most employees work remotely, fostering a flexible work environment.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development