Enterprise Customer Success Manager

Canonical; City of Syracuse (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking an Enterprise Customer Success Manager to enhance customer loyalty and product adoption. In this remote role, you'll onboard new clients, coordinate complex projects, and manage a diverse portfolio. Your expertise in IT, particularly with Linux and cloud technologies, will be pivotal in advocating for customers and ensuring their satisfaction. The ideal candidate will possess strong presentation skills and experience in improving internal processes. This is an exciting opportunity to join a pioneering firm in the open-source software industry, committed to fostering a diverse and inclusive work environment.

Benefits

Competitive worldwide compensation

Annual reviews

Bonuses

Benefits

Learning budget

Travel opportunities

Qualifications

• 5+ years of IT-related experience with exposure to Linux OS and cloud.
• Excellent presentation skills for complex software discussions.
• Knowledge of agile methodologies is a plus.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Manage a customer portfolio, identifying growth opportunities.
• Lead weekly customer reviews and advocate for customer satisfaction.

Skills

IT-related experience

Linux OS

cloud

data applications

presentation skills

agile methodologies

Spanish

Portuguese

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 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. We have a distributed team of 1200+ colleagues in 75+ countries, with few office-based roles, meeting in person 2-4 times a year in various locations worldwide.

We are hiring an Enterprise Customer Success Manager. Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations, suggesting additional services or products to increase loyalty and support collaboration roadmaps.

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

Location: This role is remote.

Daily responsibilities include:

1. Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.
2. Coordinate complex projects with developers, IT managers, and decision-makers.
3. Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
4. Manage a customer portfolio, identify growth opportunities or renewal risks.
5. Lead weekly customer and business reviews, resolve blockers with cross-functional teams.
6. Advocate for customers internally to improve satisfaction and retention.
7. Support customers via reactive ticket requests.
8. Create campaigns for multiple customers through digital activities.

Ideal candidate profile:

• 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 while ensuring timely project delivery.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese, in addition to English, is a plus.

Additional skills: Experience with Salesforce, Jira, and CRMs is advantageous.

What we offer: Competitive worldwide compensation, annual reviews, bonuses, benefits, distributed work environment, learning budget, travel opportunities, and more.

About Canonical: Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, value excellence, and support remote work since 2004. We foster diversity and equal opportunity.

Senior level: Mid-Senior level.

Employment type: Full-time.

Industry: Software Development.