Enterprise Customer Success Manager (French speaker)

Remote; San Francisco (CA); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Distributed work environment with semi

Personal learning and development USD

Annual compensation review

Recognition rewards

Annual holiday leave

Maternity and paternity leave

Employee Assistance Programme

Opportunities to travel for team meet

Priority travel upgrades

Job summary

Canonical is seeking an Enterprise Customer Success Manager to support a remote, international team focused on reducing churn, enabling adoption, and driving expansion across Ubuntu and related open-source offerings. You will manage a regional portfolio, collaborate with Sales and Engineering, and guide customers through complex cloud and data centre projects.

The role emphasizes a native French level with strong English communication, extensive IT experience, and a collaborative, process-driven

Qualifications

• Native French level required with excellent command of English.
• Minimum 5 years of IT experience with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration or IoT.
• Excellent presentation skills with the ability to discuss complex software.
• Experience building and improving internal processes while delivering customer projects on time.
• Team player capable of working across departments and levels.
• Knowledge of agile methodologies.

Responsibilities

• Onboard new customers and introduce them to Canonical products and support processes.
• Coordinate complex projects with developers, IT managers and decision makers.
• Collaborate with Sales, Field Engineering and Support to deliver engagement plans.
• Manage a portfolio of customers in a geographic region and identify growth or renewal risks.
• Lead weekly customer and business reviews with cross-functional teams to resolve blockers.
• Advocate for customers to influence product roadmaps, websites and processes.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers via digital touchpoints.

Skills

French native

English proficiency

Salesforce

Jira

CRMs

Tools

Salesforce

Jira

CRMs

Job description

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a fairly new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customer’s objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide the appropriate level of focus for every customer, in their native language and with excellent English for any internal interaction, 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 - a selection of high-potential customers

All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers, through campaign management and customer requests.

Location: This role will be based remotely in the EMEA region.

What your day will look like

• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.

• Coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.

• Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer's objectives.

• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.

• Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams

• Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention.

• Supporting customers through reactive ticket requests.

• Create campaigns targeting multiple customers through digital touch-points and activities.

What we are looking for in you

The ideal candidate would display impeccable customer-facing skills and a passion for cloud and data centre infrastructure technologies. We are also looking for:

• Native French level required with excellent command of English

• Minimum 5 years of work experience with a strong background in IT and with exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.

• Excellent presentation skills with the ability to guide a conversation about complex software.

• Experience building and improving internal processes while maintaining timely delivery to customer-related projects.

• A true team player capable of interacting with all departments and at all levels, both internally and externally.

• Knowledge of agile methodologies.

Additional skills that you might also bring

• Experience with Salesforce, Jira and CRMs

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004!

• Personal learning and development budget of USD 2,000 per year

• Annual compensation review

• Recognition rewards

• Annual holiday leave

• Maternity and paternity leave

• Employee Assistance Programme

• Opportunity to travel to new locations to meet colleagues from your team and others

• Priority Pass for travel and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

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