Enterprise Customer Success Manager

Canonical; Tulsa (OK); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic Enterprise Customer Success Manager to join their expanding team. This role involves building trust with customers and ensuring they effectively utilize the company's innovative offerings. You will manage a diverse customer portfolio, coordinate complex projects, and advocate for customer needs internally. With a focus on growth and engagement, this position offers the opportunity to influence product roadmaps and enhance customer satisfaction. If you're passionate about technology and customer success, this role is perfect for you.

Benefits

Remote work with biannual team sprints

USD 2,000 annual learning and development budget

Annual compensation review

Performance bonuses

Comprehensive benefits including holiday

Maternity/paternity leave

Wellness programs

Travel opportunities

Qualifications

• 5+ years of IT experience with Linux OS and cloud technologies.
• Strong presentation and team collaboration skills.
• Experience with agile methodologies and project management.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro.
• Manage customer portfolios and identify growth opportunities.
• Collaborate with Sales and Engineering to develop engagement plans.

Skills

IT-related experience

Linux OS

Data applications

Cloud

Networking

Security

Agile methodologies

Presentation skills

Cross-departmental interaction

Proficiency in English

Tools

Salesforce

Jira

CRMs

Job description

Join to apply for the Enterprise Customer Success Manager role at Canonical.

About 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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, growing, and employs a distributed team of over 1200 colleagues in more than 75 countries.

Role Overview

The Customer Success Manager (CSM) will develop trust with assigned customers, ensuring they navigate Canonical's offerings effectively. The role involves understanding customer objectives, aligning expectations, suggesting additional services, alleviating pain points, and delivering on collaboration roadmaps. The team is expanding to enhance engagement across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs will specialize in segments: Mass, Focus, Step Growth, and support all other customers including Store clients.

Responsibilities

1. Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
2. Coordinate complex projects with developers, IT managers, and decision-makers.
3. Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
4. Manage a customer portfolio, identify growth opportunities, and address renewal risks.
5. Lead weekly customer and business reviews, prioritize blockers, and coordinate resolutions.
6. Advocate for customers internally and influence product roadmaps and documentation.
7. Support customers through reactive ticket requests.
8. Create digital campaigns targeting multiple customers.

Qualifications

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
• Excellent presentation skills, capable of discussing complex software.
• Experience improving internal processes and delivering projects on time.
• Strong team player with cross-departmental interaction skills.
• Knowledge of agile methodologies.
• Proficiency in English, with additional languages like Spanish and Portuguese considered a plus.
• Experience with Salesforce, Jira, and CRMs is advantageous.

Benefits

• Remote work with biannual team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Comprehensive benefits including holiday, maternity/paternity leave, wellness programs, and travel opportunities.

About the Role

This is a mid-senior level, full-time position in the software development industry, based remotely.