Enterprise Customer Success Manager

Canonical; Minneapolis (MN); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking an Enterprise Customer Success Manager to join their remote team. This role focuses on enhancing customer experiences with their suite of products, including Ubuntu and cloud solutions. You will onboard new clients, manage a portfolio, and collaborate with various teams to drive customer satisfaction and growth. With a commitment to remote work and a supportive environment, this position offers a unique chance to make a significant impact in a pioneering tech company. If you're passionate about customer success and technology, this opportunity is for you.

Benefits

Annual learning and development budget

Generous leave policies

Wellness programs

Travel opportunities

Biannual in-person team sprints

Qualifications

• 5+ years of experience in IT with exposure to Linux, cloud, and networking.
• Excellent presentation skills for complex software discussions.

Responsibilities

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

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

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 the world's leading public cloud and silicon providers, and industry leaders across many sectors. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet a few times a year in interesting locations worldwide 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 the best possible experience navigating Canonical's offerings. By understanding customer objectives, CSMs align expectations, suggest additional services, alleviate pain points, and help draw and deliver on collaboration roadmaps.

We are expanding our Customer Success team to continue delivering thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively on each customer, 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 products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• Coordinate complex projects with developers, IT managers, and decision makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a customer portfolio in a specific region, identify growth opportunities and renewal risks.
• Lead weekly customer and business review processes, identify blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps, documentation, and processes.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital activities.

What we are looking for in you

• Minimum 5 years of experience related to IT, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Excellent presentation skills for complex software discussions.
• Experience improving internal processes and delivering projects on time.
• Team player with ability to interact across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.

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 in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Wellness programs and travel opportunities.

About Canonical

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

Canonical is an equal opportunity employer

We value diversity and are committed to creating an inclusive workplace. All applications will be considered fairly regardless of background or identity.