Enterprise Customer Success Manager

Canonical; Raleigh (NC); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a dynamic Enterprise Customer Success Manager to drive customer engagement and product adoption. In this remote role, you will onboard clients, manage portfolios, and collaborate with cross-functional teams to enhance customer satisfaction. With a focus on reducing churn and fostering loyalty, this position offers the chance to work with cutting-edge technologies in a supportive environment. Join a forward-thinking organization that values diversity and encourages continuous learning and professional development. Embrace the opportunity to make a significant impact in the open-source community.

Benefits

Annual learning and development budget of USD 2,000

Generous leave policies

Wellness programs

Travel opportunities

Biannual in-person team sprints

Annual compensation review and recognition rewards

Qualifications

• 5+ years of IT experience with exposure to Linux, cloud computing, and data applications.
• Excellent presentation skills for discussing complex software solutions.
• Knowledge of agile methodologies and experience improving internal processes.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Coordinate projects with developers and IT managers.
• Manage customer portfolios and identify growth opportunities.

Skills

IT-related experience

Linux OS

Cloud computing

Networking

Security

Agile methodologies

Presentation skills

Team collaboration

Multilingual (English, Spanish, Portuguese)

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 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. The company is founder-led, profitable, and growing.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their customers, understand their objectives, and align expectations by suggesting services or products to increase loyalty and draw collaboration roadmaps.

Our growing 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 remaining, not-yet-assigned customers, including Store customers.

Location: This role is remote.

What your day will look like

• 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, identify growth opportunities or risks.
• Conduct weekly customer and business reviews, prioritize blockers, and drive resolutions.
• Advocate for customers internally and influence product roadmaps and documentation.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital touchpoints.

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 discussing complex software.
• 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.

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 at the forefront of the open-source movement, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and foster a remote work culture since 2004. Working here challenges you to think differently, learn continuously, and excel.

Canonical is an equal opportunity employer

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