Enterprise Customer Success Manager

Canonical; Philadelphia (Philadelphia County); Remote; USD 80,000 - 120,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Enterprise Customer Success Manager, um die Kundenzufriedenheit zu maximieren und das Wachstum zu fördern. In dieser spannenden Rolle werden Sie neue Kunden onboarden, komplexe Projekte koordinieren und eng mit verschiedenen Abteilungen zusammenarbeiten, um die Bedürfnisse der Kunden zu verstehen und Lösungen anzubieten. Sie werden Teil eines dynamischen, globalen Teams, das sich für den Erfolg seiner Kunden einsetzt und kontinuierlich an der Verbesserung interner Prozesse arbeitet. Wenn Sie eine Leidenschaft für Cloud-Technologien und Kundeninteraktionen haben, könnte dies die perfekte Gelegenheit für Sie sein.

Benefits

Jährliches Lernbudget von 2000 USD

Leistungsbeurteilungen

Anerkennungsprämien

Großzügige Urlaubsrichtlinien

Wellness-Programme

Reisemöglichkeiten

Qualifications

• Mindestens 5 Jahre Erfahrung in IT, mit Kenntnissen in Linux, Cloud und Netzwerksicherheit.
• Ausgezeichnete Fähigkeiten in der Kundenkommunikation und Präsentation komplexer Software.

Responsibilities

• Onboarding neuer Kunden und Einführung in Produkte wie Ubuntu Pro und Openstack.
• Koordination komplexer Projekte mit Entwicklern und IT-Managern.

Skills

Kundenorientierung

Cloud Computing

Linux OS

Datenanwendungen

Präsentationsfähigkeiten

Agile Methoden

Education

IT-bezogene Erfahrung

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include major public cloud and silicon providers, as well as industry leaders across sectors. We are a pioneer in global distributed collaboration, with over 1200 colleagues in 75+ countries and 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.

Role Overview

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a new, strategic department aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations to suggest additional services or products to increase loyalty, alleviate pain points, and deliver collaborative roadmaps.

Our growing Customer Success team ensures thoughtful, precise interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. To focus effectively, CSMs are specialized in segments:

• Mass - SMEs or large businesses starting with Canonical
• Focus - Large companies with established ARR
• Step Growth - high-potential customers

All CSMs support business at the company level for unassigned customers, including our Store customers.

Location

This role is remote-based.

Daily Responsibilities

• Onboard new customers and introduce products like 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 or renewal risks.
• Conduct weekly customer and business reviews, identify blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps, documentation, and processes.
• Support customers through reactive ticket requests.
• Create digital campaigns targeting multiple customers.

Candidate Profile

The ideal candidate has impeccable customer-facing skills and a passion for cloud and data center infrastructure technologies. Requirements include:

• 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 in building and improving internal processes while delivering projects on time.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages such as Spanish and Portuguese considered a plus.

Additional Skills

• Experience with Salesforce, Jira, or other CRMs is advantageous.

What We Offer

We offer a global, distributed work environment with biannual in-person team sprints, a USD 2,000 annual learning budget, performance reviews, recognition rewards, generous leave policies, wellness programs, travel opportunities, and more.

About Canonical

Canonical is a pioneering open-source tech firm, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and promote a culture of excellence, remote work, and innovation.

Canonical is an equal opportunity employer committed to diversity and inclusion.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Software Development