Enterprise Customer Success Manager

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Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.

Our platform, Ubuntu, is widely used in initiatives such as public cloud, data science, AI, engineering innovation, and IoT.

Our customers include top public cloud and silicon providers, along with industry leaders across sectors.

The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues across 75+ countries, with few office-based roles.

Teams meet 2-4 times annually in various global locations to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager at Canonical.

Customer success is a strategic department aimed at reducing risk and churn, facilitating new product adoption, and supporting expansion within existing accounts.

CSMs develop trust with their customers, understand their objectives, and align expectations to enhance loyalty and collaboration.

Our growing Customer Success team focuses on providing thoughtful, precise interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications.

CSMs specialize in one of these segments :

Mass - SMEs or large businesses starting their journey with Canonical

Focus - Large companies with established ARR

Step Growth - High-potential customers

All CSMs support unassigned customers, including those in our Tech segment and Store customers.

Location : This role is remote-based.

What your day will look like

Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.

Coordinate complex projects with developers, IT managers, and decision-makers from various industries.

Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer objectives.

Manage a customer portfolio in a specific region, identifying growth opportunities and renewal risks.

Lead weekly customer and business review processes, resolving blockers with cross-functional teams.

Advocate for customers internally, influencing product roadmaps, documentation, and processes.

Support customers through reactive ticket requests.

Create campaigns targeting multiple customers via digital touchpoints.

What we are looking for in you

At least 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.

Excellent presentation skills for discussing complex software.

Experience improving internal processes and delivering projects on time.

Strong team player capable of interacting across departments and levels.

Knowledge of agile methodologies.

Proficiency in English, with Spanish and Portuguese skills a plus.

Additional skills that you might also bring

Experience with Salesforce, Jira, or other CRMs.

What we offer colleagues

Distributed work environment with biannual in-person team sprints.

USD 2,000 annual learning and development budget.

Annual compensation review and performance bonuses.

Benefits including holiday leave, parental leave, wellness programs, and travel opportunities.

About Canonical

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud.

We hire globally, expect excellence, and foster remote work since 2004.

Joining us means working in a forward-thinking environment that challenges and develops your skills.

Canonical is an equal opportunity employer

We value diversity and are committed to providing a workplace free from discrimination.

All applications are given fair consideration regardless of background or identity.

Additional details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Other

Industry : Software Development

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