Enterprise Customer Success Manager

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

Job summary

An innovative company is seeking an Enterprise Customer Success Manager to lead customer engagements and drive product adoption. This role focuses on building trust with clients, managing a diverse portfolio, and collaborating across teams to enhance customer satisfaction. The ideal candidate will have extensive IT experience, particularly with Linux and cloud technologies, and possess strong presentation and collaboration skills. Join a dynamic team in a remote-first environment that values continuous learning and offers generous benefits, including a substantial annual learning budget and wellness programs.

Benefits

Annual learning budget of USD 2,000

Generous leave policies

Wellness programs

Travel opportunities

Biannual in-person team sprints

Performance reviews and recognition rewards

Qualifications

• 5+ years of IT experience with knowledge in Linux, cloud, and networking.
• Excellent presentation and collaboration skills are essential.

Responsibilities

• Onboard new customers and facilitate product adoption.
• Manage a regional customer portfolio and identify growth opportunities.
• Collaborate with Sales and Engineering to develop engagement plans.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

Process Improvement

Agile Methodologies

Presentation Skills

Team Collaboration

Spanish Language

Portuguese Language

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, as well as industry leaders across various sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in 75+ countries.

Role Overview

The Customer Success Manager (CSM) at Canonical is responsible for developing trust with assigned customers, facilitating product adoption, reducing churn, and supporting expansion. CSMs are specialized in segments: Mass, Focus, and Step Growth, and contribute to business support for unassigned customers, including store customers.

Key Responsibilities

• Onboard new customers and introduce them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Engineering, and Support to develop engagement plans.
• Manage a regional customer portfolio, identify growth opportunities, and renewal risks.
• Conduct weekly customer and business reviews, resolve blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps and processes.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital channels.

Candidate Profile

Ideal candidates will have at least 5 years of IT-related experience, with knowledge in Linux OS, data applications, cloud, networking, security, migration, or IoT. Excellent presentation skills, process improvement experience, team collaboration, and knowledge of agile methodologies are essential. Proficiency in Spanish and Portuguese, in addition to English, is highly valued. Experience with Salesforce, Jira, and CRMs is a plus.

Benefits

• Distributed work environment with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Performance reviews and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Wellness programs and travel opportunities.

About Canonical

Canonical pioneers in open source, publishing Ubuntu and leading innovations in AI, IoT, and cloud. We hire globally, value excellence, and foster a diverse, inclusive workplace. Remote work is standard, with a focus on high standards and continuous learning.

Additional Details

Level: Mid-Senior; Type: Full-time; Industry: Software Development.