Enterprise Customer Success Manager

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

Job summary

An innovative firm is seeking an Enterprise Customer Success Manager to enhance customer engagement and satisfaction. This role involves onboarding new clients, managing customer portfolios, and advocating for their needs within the company. You will collaborate with cross-functional teams to ensure seamless project execution and drive product adoption. The company offers a distributed work environment with opportunities for professional development and a strong focus on customer success. If you have a passion for technology and a desire to make a significant impact, this position is perfect for you.

Benefits

Annual learning and development budget of USD 2,000

Biannual in-person team sprints

Annual compensation review

Recognition rewards

Holiday leave

Maternity/paternity leave

Wellness programs

Travel opportunities

Travel benefits for company events

Qualifications

• 5+ years of IT-related experience with Linux OS and cloud computing.
• Excellent presentation skills for complex software discussions.
• Team player capable of collaborating across departments.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Coordinate complex projects with developers and IT managers.
• Conduct weekly customer reviews to identify blockers and drive resolutions.

Skills

Linux OS

Cloud Computing

Networking

Security

Data Applications

Presentation Skills

Agile Methodologies

Team Collaboration

Customer Advocacy

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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of 1200+ colleagues in 75+ countries, with few office-based roles. Teams meet in person 2-4 times yearly at various international locations to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager. Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting account expansion. CSMs develop trust with customers, understand their objectives, align expectations, suggest additional services, and help craft and deliver collaborative roadmaps.

Our Customer Success team offers thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. 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 also support other customers not yet assigned, including our 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, etc.
• Coordinate complex projects with developers, IT managers, and decision-makers across industries.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage customer portfolios in specific regions, identify growth opportunities or renewal risks with Sales.
• Conduct weekly customer and business reviews, identify blockers, and drive resolutions.
• Advocate for customers internally, influence product roadmaps, and improve satisfaction and retention.
• Support customers reactively through ticket requests.
• 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 complex software discussions.
• 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 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 in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review, recognition rewards, holiday leave, maternity/paternity leave.
• Wellness programs, travel opportunities, and travel benefits for company events.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, expect excellence, and support remote work since 2004. Working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer

We value diversity and provide fair consideration regardless of background or identity.