Graduate Customer Success Manager

Canonical; Boston (MA); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Graduate Customer Success Manager to enhance customer experiences and drive product adoption. This remote role focuses on supporting customers, resolving issues, and collaborating with teams to ensure successful onboarding and engagement. With a commitment to technology and customer satisfaction, you will play a vital role in fostering relationships and gathering valuable feedback. Join a diverse and inclusive environment that values your contributions and offers a competitive compensation package, including performance bonuses and personal development opportunities.

Benefits

Globally competitive compensation package

Performance bonuses

Personal development budget

Recognition rewards

Biannual in-person team sprints

Qualifications

• Experience in customer-facing roles with strong empathy.
• Ability to structure and update documentation effectively.

Responsibilities

• Resolve customer ticket requests and enhance documentation.
• Onboard new customers and introduce them to products.

Skills

Customer-facing experience

Empathy

Passion for technology

Excellent presentation skills

Strong organizational skills

Job description

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

The role of a Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, providing excellent experiences by understanding their objectives and leveraging internal and external capabilities to address pain points, align expectations, and create collaboration roadmaps.

We are expanding our Customer Success team to deliver thoughtful, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is an entry point in the CSM organization. While primarily focusing on the Tech segment, including store customers, you will also manage a portfolio. Ubuntu is adopted by thousands of new users monthly. Our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to customer success. You will collaborate with other teams, participate in campaigns, connect with diverse users, and identify future champions.

Location: This role is remote worldwide.

What your day will look like

• Supporting customers by resolving ticket requests.
• Enhancing documentation related to problem solving, Q&A, and onboarding materials.
• Driving campaigns targeting multiple customers through digital channels.
• Identifying high potential and high risk customers from newly onboarded users.
• Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, and more.
• Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
• Engaging with your customer portfolio to identify risks.
• Collecting customer feedback for review by the product team.

What we are looking for in you

• Customer-facing experience.
• Empathy and a natural drive to help others.
• Passion for technology, infrastructure, and Ubuntu.
• Excellent presentation skills.
• Strong organizational skills with the ability to structure and update documentation.
• A team player capable of interacting across departments.

Additional skills that you might also bring

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.

What we offer you

We offer a globally competitive compensation package, reviewed annually, including base pay, performance bonuses, and benefits. Our remote-first environment includes biannual in-person team sprints, a personal development budget, recognition rewards, and more.

About Canonical

Canonical is a leader in open source, publishing Ubuntu and supporting AI, IoT, and cloud platforms. We hire globally, uphold high standards, and foster a diverse, inclusive workplace. Since 2004, we've operated remotely, offering a future-oriented work environment that encourages innovation and skill development.

Canonical is an equal opportunity employer, committed to diversity and fairness in hiring.