Graduate Customer Success Manager

Canonical; Rochester (MN); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a pioneering open-source tech company as a Customer Success Manager, where you'll enhance customer experiences with innovative solutions. In this remote role, you'll support customers, resolve issues, and drive engagement campaigns across a diverse product portfolio. Collaborate with teams to ensure new users achieve success with cutting-edge technologies like Ubuntu and OpenStack. Enjoy a supportive work environment that fosters professional growth, with a generous learning budget and opportunities for travel. If you're passionate about technology and helping others, this is the perfect opportunity for you.

Benefits

Remote work environment

USD 2,000 annual learning budget

Annual compensation review

Paid holiday leave

Employee Assistance Program

Travel opportunities

Travel upgrades for events

Qualifications

• Experience in customer-facing roles with a passion for technology.
• Strong organizational skills and ability to update documentation.

Responsibilities

• Support customers by resolving ticket requests and onboarding.
• Drive campaigns targeting multiple customers via digital touchpoints.

Skills

Customer-facing experience

Empathy

Passion for technology

Presentation skills

Organizational skills

Team collaboration

Job description

Role of a Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate adoption of new products, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers and enhance their experience with Canonical's offerings. They understand customer objectives to activate internal and external capabilities, address pain points, align expectations, and craft collaboration roadmaps.

We are expanding our Customer Success team to provide thoughtful, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. This role is an initial step in the CSM organization, primarily focusing on the Tech segment, including store customers, with an assigned portfolio. Ubuntu attracts thousands of new users monthly, and our responsibility is to ensure their optimal experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to success. Collaboration with other teams and participation in campaigns will help connect with diverse users and identify future champions.

Location

This role is remote and open worldwide.

Daily Responsibilities

1. Support customers by resolving ticket requests.
2. Enhance documentation related to problem-solving, FAQs, and onboarding materials.
3. Drive campaigns targeting multiple customers via digital touchpoints.
4. Identify high potential and high risk customers from new onboardings.
5. Onboard new customers and introduce them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop engagement plans aligned with customer objectives.
7. Engage with your customer portfolio to identify risks.
8. Gather customer feedback for review by the product team.

Candidate Profile

• Experience in customer-facing roles.
• Empathetic with a natural drive to help others.
• Passion for technology, especially Ubuntu and infrastructure.
• Excellent presentation skills.
• Strong organizational skills with the ability to update documentation regularly.
• Team player capable of cross-department interaction.

Additional Skills

Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, along with excellent English skills, is highly appreciated.

What We Offer

Compensation is shaped by location, experience, and performance, with annual reviews and bonuses. Benefits include:

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and recognition rewards.
• Paid holiday, maternity, and paternity leave.
• Employee Assistance Program.
• Travel opportunities to meet colleagues.
• Travel upgrades for company events.

About Canonical

Canonical is a pioneering open source tech company, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We operate globally with high standards, expecting excellence from our team. Since 2004, we've been a remote-first organization, encouraging innovative thinking, skill development, and professional growth.

Equal Opportunity Employer

We promote diversity and are committed to a workplace free from discrimination. All applications are given fair consideration regardless of background or identity.