Enterprise Customer Success Manager

Canonical; Rochester (MN); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an Enterprise Customer Success Manager to enhance customer engagement and product adoption. This role involves onboarding clients, managing complex projects, and advocating for customer needs. The ideal candidate will have a strong IT background, particularly with Linux and cloud technologies, and excellent communication skills. Join a remote-first team dedicated to innovation and continuous learning, where your contributions will directly impact customer success and satisfaction.

Benefits

USD 2,000 annual learning budget

Annual compensation reviews

Performance bonuses

Comprehensive benefits

Parental leave

Wellness programs

Travel opportunities

Biannual team sprints

Qualifications

• Minimum 5 years of IT experience with Linux OS and cloud technologies.
• Excellent presentation skills for complex software discussions.
• Experience in process improvement and project delivery.

Responsibilities

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

Skills

IT-related experience

Linux OS

Data applications

Cloud

Networking

Security

Project delivery

Agile methodologies

Presentation skills

Team collaboration

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 leading public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a remote-first culture involving over 1200 colleagues across 75+ countries, with few office-based roles.

Role Overview

The Customer Success department at Canonical aims to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations to enhance loyalty, address pain points, and craft collaboration roadmaps.

We are expanding our Customer Success team to improve engagement across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs are specialized in one of the following segments:

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

All CSMs support other customers (Tech segment), including Store customers.

Location

This role is remote-based.

Responsibilities

• Onboard new customers and introduce 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, Field Engineering, and Support to develop engagement plans.
• Manage a customer portfolio, identify growth opportunities, and renewal risks.
• Conduct weekly customer and business reviews with cross-functional teams.
• Advocate for customers internally and influence product roadmaps and documentation.
• Support customers through reactive ticket handling.
• Create campaigns targeting multiple customers via digital activities.

Ideal Candidate

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills for complex software discussions.
• Experience in process improvement and timely project delivery.
• Team player capable of interacting across departments and levels.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages like Spanish and Portuguese considered a plus.

Additional Skills

• Experience with Salesforce, Jira, and CRMs is advantageous.

What We Offer

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

About Canonical

Canonical leads in open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, valuing excellence and diversity. Most employees work remotely, with a culture that encourages thinking differently and continuous learning.

Canonical is an equal opportunity employer, fostering diversity and inclusion in the workplace.

Additional Details

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