Graduate Customer Success Manager

Canonical; Washington (District of Columbia); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative open-source technology firm is seeking a Graduate Customer Success Manager to join their remote team. This role focuses on driving customer satisfaction and product adoption, ensuring a seamless experience for users. Ideal candidates will have a passion for technology, particularly Ubuntu, and possess strong interpersonal skills. You'll engage with diverse customers, identify risks, and collaborate with various teams to enhance customer experiences. This position offers a supportive environment with opportunities for professional growth and a comprehensive benefits package, making it an exciting opportunity for those looking to make an impact in the tech industry.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Performance bonuses

Comprehensive benefits

Parental leave

Travel opportunities

Remote work environment

Qualifications

• Experience in customer success or customer-facing roles.
• Strong communication skills and a passion for technology.

Responsibilities

• Resolve customer ticket requests and enhance documentation.
• Onboard new customers and drive engagement campaigns.

Skills

Customer-facing experience

Empathy

Presentation skills

Organizational skills

Team collaboration

Passion for technology

Job description

Join to apply for the Graduate Customer Success Manager role 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 their assigned customers, providing optimal experiences across Canonical's offerings. They understand customer objectives and utilize internal and external resources to address pain points, align expectations, and develop collaboration roadmaps.

This role is part of the growing Customer Success team, primarily supporting the Tech segment, including store customers, with an assigned portfolio. The role involves ensuring a positive user experience through problem-solving, onboarding, enablement, and value realization, connecting with diverse users and identifying future champions.

Location:

This role is remote worldwide.

Key Responsibilities:

• Support customers by resolving ticket requests.
• Enhance documentation on problem-solving, FAQs, and onboarding.
• Drive customer engagement campaigns via digital channels.
• Identify high potential and high risk customers.
• Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, among others.
• Collaborate with Sales and Support to develop engagement plans.
• Engage with customers to identify risks.
• Gather and format customer feedback for product review.

Candidate Profile:

• Customer-facing experience.
• Empathetic with a drive to help others.
• Passion for technology, especially Ubuntu.
• Excellent presentation and organizational skills.
• Team player capable of cross-department collaboration.

Additional Skills:

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian is a plus, alongside strong English skills.

What We Offer:

• Remote work environment with biannual in-person sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Comprehensive benefits including leave, parental leave, assistance programs, travel opportunities, and travel upgrades.

About Canonical:

Canonical is a leading open-source tech firm, publisher of Ubuntu, and a pioneer in AI, IoT, and cloud platforms. We operate remotely since 2004, fostering innovation and excellence in a diverse, inclusive workplace.

We are an equal opportunity employer committed to diversity and fair application processes.