Enterprise Customer Success Manager

Canonical; Columbus (OH); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a pioneering open-source tech firm as an Enterprise Customer Success Manager, where your expertise in Linux and cloud computing will drive customer satisfaction and product adoption. In this remote role, you'll onboard new clients, manage complex projects, and collaborate with cross-functional teams to enhance customer experiences. With a focus on growth and retention, you'll advocate for clients while influencing product development. This innovative company fosters a culture of excellence, offering a distributed work environment, learning opportunities, and performance bonuses. If you're passionate about technology and customer success, this role is your chance to make a significant impact.

Benefits

Annual learning and development budget

Performance bonuses

Wellness programs

Travel opportunities

Parental leave

Qualifications

• 5+ years of IT experience with Linux OS and cloud computing.
• Excellent presentation skills for complex software discussions.
• Team player with knowledge of agile methodologies.

Responsibilities

• Onboard new customers and introduce Canonical products.
• Coordinate projects with developers and IT managers.
• Manage customer portfolio, identifying growth opportunities.

Skills

Linux OS

Cloud Computing

Data Applications

Networking

Security

Migration

IoT

Presentation Skills

Agile Methodologies

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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1200 colleagues in more than 75 countries. Teams meet in person a few times a year at interesting locations worldwide to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic, newly established department at Canonical, aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their assigned customers, providing excellent navigation of Canonical's offerings. By understanding customer objectives, CSMs align expectations, suggest additional services or products, alleviate pain points, and help craft and deliver collaborative roadmaps.

Our growing Customer Success team ensures thoughtful, precise interactions across our product portfolio—from Ubuntu to open-source infrastructure and applications. To focus effectively, CSMs are specialized in one of these 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 support for remaining, not-yet-assigned customers (Tech segment), including Store customers.

Location: This role is remote-based.

What your day will look like:

1. Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.
2. Coordinate complex projects with developers, IT managers, and decision-makers across industries.
3. Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer objectives.
4. Manage a customer portfolio in a specific region, identifying growth opportunities or renewal risks in coordination with Sales.
5. Conduct weekly customer and business reviews, identify blockers, and drive resolution with cross-functional teams.
6. Advocate for customers internally, influencing product roadmaps, documentation, and processes to improve satisfaction and retention.
7. Support customers through reactive ticket requests.
8. Create digital campaigns targeting multiple customers.

What we are looking for in you:

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

Additional skills that you might also bring:

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

What we offer colleagues:

• Distributed work environment with biannual team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Additional benefits reflecting our values, including wellness programs, travel opportunities, and parental leave.

About Canonical:

Canonical is a pioneering open-source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally, expect excellence, and foster a remote work culture that challenges and develops our team members.

Canonical is an equal opportunity employer: We value diversity and are committed to creating an inclusive environment for all applicants.