Graduate Customer Success Manager

Canonical; Detroit (MI); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Graduate Customer Success Manager to enhance customer experiences with cutting-edge technology. This remote role focuses on building trust and facilitating product adoption while managing a diverse customer portfolio. You'll play a crucial role in onboarding new users, driving campaigns, and collaborating across departments to ensure customer satisfaction. With a strong emphasis on empathy and problem-solving, this position offers a unique opportunity to contribute to the success of users worldwide. Join a forward-thinking team that values excellence and fosters a supportive work environment.

Benefits

Remote work environment

Annual learning and development budget

Annual compensation review

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Experience in customer-facing roles with a focus on technology.
• Strong organizational and presentation skills for effective communication.

Responsibilities

• Resolve customer ticket requests and enhance documentation.
• Onboard new customers and introduce products like Ubuntu Pro and MAAS.
• Collaborate with Sales and Support to develop engagement plans.

Skills

Customer-facing experience

Empathy

Passion for technology

Presentation skills

Organizational skills

Collaboration skills

Job description

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The role of a Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their assigned customers, providing an excellent experience navigating Canonical's offerings. They understand customer objectives to activate internal and external capabilities, alleviate pain points, align expectations, and help draw and deliver on collaboration roadmaps.

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

This role is an entry point into the CSM organization. While primarily focusing on the Tech segment, including store customers, you will also manage a portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization. You will collaborate with other teams and participate in campaigns to 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.
• Enriching documentation on problem solving, Q&A, onboarding materials.
• Driving campaigns targeting multiple customers via digital touchpoints.
• Identifying high potential and high risk customers from onboarded users.
• Onboarding new customers and introducing products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Collaborating with Sales and Support to develop engagement plans.
• Engaging with your customer portfolio to identify risks.
• Collecting and formatting customer feedback for product review.

What we are looking for in you

• Customer-facing experience.
• Empathy and a drive to help others.
• Passion for technology, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills for documentation.
• Ability to collaborate 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 competitive compensation based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review.
• Recognition rewards, holiday leave, parental leave, Employee Assistance Programme.
• Travel opportunities and upgrades for company events.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a leading platform for AI, IoT, and cloud. We hire globally with high standards, valuing excellence and innovation. Since 2004, we have been a remote-first company, encouraging new skills and smarter work approaches.

Canonical is an equal opportunity employer, fostering diversity and inclusion in the workplace.