Graduate Customer Success Manager

Canonical; Kansas City (KS); Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Graduate Customer Success Manager to join their innovative team. In this remote role, you'll engage with customers, ensuring optimal experiences with cutting-edge solutions. Your responsibilities will include onboarding new users, resolving inquiries, and collaborating with diverse teams to enhance customer satisfaction. With a strong focus on empathy and technology, this position offers a unique opportunity to make a meaningful impact in the world of open source. Join a forward-thinking company that values learning and development, and be part of a dynamic environment where your contributions drive success.

Benefits

Annual learning and development budget

Biannual in-person team sprints

Recognition rewards

Holiday leave

Maternity and paternity leave

Employee Assistance Programme

Opportunities to travel for company events

Qualifications

• Experience in customer-facing roles with a focus on empathy and problem-solving.
• Ability to present information clearly and effectively.

Responsibilities

• Support customers by resolving ticket requests and enhancing documentation.
• Onboard new customers and drive campaigns targeting multiple users.

Skills

Customer-facing experience

Empathy

Passion for technology

Excellent presentation skills

Strong organizational skills

Team player

Job description

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, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, providing optimal experiences with Canonical's offerings. They understand customer objectives to activate internal and external capabilities, address pain points, align expectations, and develop 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 attracts 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 success. You will collaborate with other teams and participate in campaigns, engaging diverse users and identifying future champions.

Location: This role is remote worldwide.

What your day will look like

• Supporting customers by resolving ticket requests.
• Enhancing documentation on problem-solving, Q&A, and onboarding materials.
• Driving campaigns targeting multiple customers via digital touchpoints.
• Identifying high potential and high risk customers from new onboardings.
• Onboarding new customers, introducing products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
• Engaging with your portfolio to identify risks.
• Gathering 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, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills, with the ability to structure and update documentation.
• 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 competitive global compensation, 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, maternity and paternity leave, Employee Assistance Programme.
• Opportunities to travel and participate in company events with travel upgrades.

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. As a remote-first company since 2004, we foster innovation, learning, and high standards, aiming for excellence in all we do.

We are an equal opportunity employer committed to diversity and inclusion, considering all applications fairly regardless of background or identity.