Enterprise Customer Success Manager

Overview

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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 enterprise initiatives across public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers and industry leaders. Canonical is founder-led, profitable, and growing, with 1200+ colleagues in 75+ countries and many roles that are not office-based. Teams meet two to four times yearly in person to align on strategy and execution.

We are hiring an Enterprise Customer Success Manager . Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. CSMs develop trust with assigned customers, understand objectives, and align expectations to propose services or product capacity that increase loyalty and help deliver a collaborative roadmap.

Responsibilities

• Onboard new customers and introduce them to Canonical products and support processes (e.g., Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications).
• Elaborate and coordinate complex projects with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support to develop and deliver engagement plans that meet customer objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Lead a disciplined, weekly customer and business review process with cross-functional teams, identify blockers, and drive resolution with product and engineering teams.
• Advocate for customers internally and influence Canonical product roadmaps, websites, documentation, processes and people to improve satisfaction and retention.
• Support customers through reactive ticket requests and create campaigns targeting multiple customers through digital touchpoints and activities.

What We Are Looking For In You

The ideal candidate will display impeccable customer-facing skills with a passion for cloud and data center infrastructure technologies. We are also looking for :

Additional Skills

What We Offer

We offer compensation based on location, experience, and performance, with annual reviews and additional benefits. In addition to base pay, we offer a performance-driven annual bonus or commission. Our programs reflect local needs and aim for global fairness.

About Canonical

Canonical is a pioneering tech firm at the forefront of open source. We publish Ubuntu and drive the global move to open source. We recruit globally and maintain high standards. Most colleagues work remotely. Working at Canonical challenges you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are committed to a workplace free from discrimination. Diversity of experience, perspectives, and background is valued and all applications will be considered fairly.

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