Graduate Customer Success Manager

Phiture; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to join their remote team. This role focuses on enhancing customer experiences with their product portfolio, primarily in the Tech segment. You'll engage with diverse users, resolve issues, and onboard new customers, ensuring they realize the value of their investment. With a strong emphasis on empathy and collaboration, you'll work closely with various teams to develop tailored engagement plans. This position offers a unique opportunity to contribute to a leading organization in open source technology, all while enjoying the flexibility of remote work and a supportive environment for personal growth.

Benefits

Remote work with team sprints

USD 2,000 annual learning budget

Annual compensation review

Paid holiday, maternity, and paternity leave

Employee Assistance Programme

Travel opportunities for company events

Qualifications

• Experience in customer-facing roles and strong organizational skills.
• Empathetic individual with a passion for technology, especially Ubuntu.

Responsibilities

• Support customers by resolving ticket requests and onboarding.
• Collaborate with Sales and Support to align customer engagement plans.

Skills

Customer-facing experience

Empathy

Passion for technology

Presentation skills

Organizational skills

Cross-department collaboration

Job description

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) build trust with customers and provide an optimal experience navigating Canonical's offerings. By understanding customer objectives, CSMs activate internal and external capabilities to 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 focused 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 a top user experience through problem-solving, onboarding, enablement, and value realization. Collaborating with other teams and participating in campaigns, you will engage 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 for problem solving, FAQs, and onboarding.
3. Lead campaigns targeting multiple customers via digital channels.
4. Identify high potential and high risk customers from new onboardings.
5. Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop engagement plans aligning with customer objectives.
7. Engage with your customer portfolio to identify risks.
8. Gather customer feedback for review by the product team.

Desired Skills and Qualifications

• Experience in customer-facing roles.
• Empathetic individual with a natural helping drive.
• Passion for technology, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills with documentation management.
• Team player capable of cross-department collaboration.

Additional Skills

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

What We Offer

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

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

About Canonical

Canonical is a leader in open source, publishing Ubuntu and pioneering in AI, IoT, and cloud platforms. Since 2004, we have been a remote-first company, encouraging innovative thinking, skill development, and excellence.

Equal Opportunity Statement

We are committed to diversity and provide fair consideration regardless of background or identity.