Enterprise Customer Success Manager

Canonical; Wichita (KS); Remote; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an Enterprise Customer Success Manager, where you will play a pivotal role in ensuring customer satisfaction and product adoption. This remote position offers the chance to work with a diverse range of clients, from SMEs to large enterprises, helping them leverage innovative open-source solutions. Collaborate with cross-functional teams to drive engagement and support customer growth. With a strong emphasis on professional development and a commitment to a distributed work environment, this role offers a unique opportunity to thrive in a dynamic industry while making a meaningful impact.

Benefits

Annual learning and development budget of USD 2,000

Recognition rewards

Holiday leave

Parental leave

Wellness programs

Travel opportunities

Distributed work environment with biannual team sprints

Qualifications

• 5+ years of IT experience with exposure to cloud technologies.
• Strong presentation skills for complex software discussions.

Responsibilities

• Onboard new customers and introduce products like Ubuntu Pro.
• Manage a customer portfolio, identifying growth opportunities.

Skills

Customer-facing skills

Cloud computing

Linux OS

Data applications

Networking

Security

Agile methodologies

Presentation skills

Education

Bachelor's degree in IT or related field

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 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. We are a pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries, and few office-based roles. Teams meet in person a few times a year in interesting global locations to align on strategy and execution.

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

Role Overview

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic department focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations, offering additional services to increase loyalty and support collaboration roadmaps.

Our growing Customer Success team offers thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively, 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 also support other customers (Tech segment), including Store customers.

Location

This role is remote-based.

Responsibilities

• 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, Field Engineering, and Support to develop engagement plans.
• Manage a customer portfolio, identify growth opportunities, and renewal risks.
• Lead weekly customer and business reviews, identify blockers, and coordinate resolutions.
• Advocate for customers internally and influence product roadmaps and processes.
• Support customers through reactive ticket requests.
• Create campaigns for multiple customers via digital touchpoints.

Candidate Profile

The ideal candidate has excellent customer-facing skills, a passion for cloud and data center technologies, and:

• Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Strong 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 proficiency in Spanish and Portuguese preferred.

Additional Skills

• Experience with Salesforce, Jira, or other CRMs is a plus.

What We Offer

Competitive global compensation, annual reviews, and benefits including:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Recognition rewards, holiday leave, and parental leave.
• Wellness programs and travel opportunities.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, value excellence, and support remote work since 2004. Join us to challenge yourself, learn new skills, and innovate.

Equal Opportunity Employer

We foster a workplace free from discrimination, valuing diversity of experience and background. All applications are given fair consideration.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Industry: Software Development