Enterprise Customer Success Manager

Canonical; Seattle (WA); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic Enterprise Customer Success Manager to enhance customer relationships and drive product adoption. This role involves onboarding new clients, managing complex projects, and collaborating with various teams to ensure customer satisfaction and success. The ideal candidate will have extensive IT experience, particularly in cloud and Linux environments, and possess strong presentation and teamwork skills. Join a forward-thinking company that values innovation and offers a remote work culture, competitive compensation, and opportunities for professional growth.

Benefits

Annual learning and development budget

Performance bonuses

Wellness programs

Travel opportunities

Distributed work environment

Qualifications

• 5+ years of IT experience with exposure to Linux and cloud projects.
• Excellent presentation skills and team collaboration abilities.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro.
• Manage customer portfolios and identify growth opportunities.

Skills

IT-related experience

Linux

cloud

networking

security

agile methodologies

presentation skills

team player

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 enterprise 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 workforce of over 1200 colleagues in 75+ countries, and few office-based roles. Teams meet a few times a year in various global locations to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic, new 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 increase loyalty and growth, addressing pain points and shaping collaboration roadmaps.

Our Customer Success team focuses on providing thoughtful interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs are specialized in segments:

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

All CSMs also support unassigned customers, including store customers.

Location: This role is remote.

Responsibilities include:

• Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Coordinate complex projects with developers, IT managers, and decision makers.
• Collaborate with Sales, Engineering, and Support to develop engagement plans.
• Manage a customer portfolio, identify growth opportunities, and address renewal risks.
• Lead weekly customer and business reviews, prioritize blockers, and coordinate resolutions.
• Advocate for customers internally and influence product roadmaps and documentation.
• Support customers via reactive ticket handling.
• Create campaigns across multiple customers through digital activities.

Requirements:

• Minimum 5 years of IT-related experience, with exposure to Linux, data applications, storage, cloud, networking, security, migration, or IoT projects.
• Excellent presentation skills to discuss complex software.
• Experience improving internal processes and delivering projects on time.
• Team player with cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with Spanish and Portuguese skills 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 review and performance bonuses.
• Additional benefits reflecting our values, including leave, wellness programs, and travel opportunities.

About Canonical: Canonical leads in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, expect excellence, and foster a remote, innovative work culture.

Equal Opportunity: We promote diversity and are committed to a workplace free from discrimination.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development