Enterprise Customer Success Manager

Canonical; Omaha (NE); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to drive customer satisfaction and retention. In this pivotal role, you will onboard clients, coordinate projects, and advocate for customer needs while collaborating with cross-functional teams. The ideal candidate will have a strong IT background, particularly in Linux and cloud technologies, and possess excellent communication skills. This position offers the flexibility of remote work with occasional team sprints, alongside a generous learning budget and performance bonuses. Join a forward-thinking company that values innovation and continuous development.

Benefits

Remote work with biannual team sprints

Annual learning and development budget of USD 2,000

Regular compensation reviews

Performance bonuses

Comprehensive benefits including holidays and parental leave

Wellness programs

Travel opportunities

Qualifications

• 5+ years of relevant IT experience with exposure to Linux OS and cloud.
• Excellent presentation skills for discussing complex software.

Responsibilities

• Onboard new customers and introduce them to products and support processes.
• Manage a customer portfolio and identify growth opportunities.

Skills

Linux OS

Data Applications

Cloud Computing

Networking

Security

Project Management

Agile Methodologies

Presentation Skills

Education

Bachelor's Degree in IT or related field

Tools

Salesforce

Jira

CRM Tools

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 top public cloud and silicon providers, along with industry leaders across sectors. The company is founder-led, profitable, and growing, with a global team of over 1200 colleagues in more than 75 countries, primarily working remotely with occasional in-person meetings.

Role Overview

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic department aimed at reducing risk and churn, facilitating product adoption, and supporting account expansion. CSMs develop trust with customers, understand their objectives, and align expectations to enhance loyalty and collaboration.

Responsibilities

1. Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
2. Coordinate complex projects with developers, IT managers, and decision-makers from various industries.
3. Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer objectives.
4. Manage a customer portfolio within a specific region, identifying growth opportunities and renewal risks in coordination with Sales.
5. Conduct weekly customer and business reviews, prioritize blockers, and drive resolutions with cross-functional teams.
6. Advocate for customers internally and influence product roadmaps, documentation, and processes to improve satisfaction and retention.
7. Support customers through reactive ticket requests.
8. Create targeted campaigns via digital channels.

Qualifications

• Minimum of 5 years of relevant IT experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills capable of discussing complex software.
• Experience in building and improving internal processes while delivering projects on time.
• Strong team player with ability to interact across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English; proficiency in Spanish and Portuguese is a plus.

Preferred Skills

• Experience with Salesforce, Jira, and CRM tools.

Benefits

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and performance bonuses.
• Comprehensive benefits including holidays, parental leave, wellness programs, and travel opportunities.

About Canonical

Canonical pioneers in open source, publishing Ubuntu—the platform for AI, IoT, and cloud computing. We hire globally, uphold high standards, and foster a diverse, inclusive work environment. Most employees work remotely, and we encourage innovative thinking and continuous learning.

Additional Details

• Seniority Level: Mid-Senior
• Employment Type: Full-time
• Industry: Software Development