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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. With 1,200+ colleagues in 75+ countries, we operate a founder‐led, profitable, and growing business that relies on global distributed collaboration. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
Position: Enterprise Customer Success Manager
Customer Success is a new and strategic department 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 and ensure they receive the best possible experience navigating Canonical's vast offering. By understanding each customer's objectives, the CSM aligns expectations, recommends additional services or product capacity to increase loyalty, alleviates pain points, and establishes an appropriate collaboration roadmap.
We are expanding our Customer Success team to provide thoughtful, precise interactions across our product portfolio – from Ubuntu to open‐source infrastructure and applications. CSMs specialize in one of the following segments:
* Mass – SMEs or large businesses starting their journey with Canonical
* Focus – Large companies with established ARR
* Step Growth – A selection of high‐potential customers
All CSMs also support business initiatives for all remaining, not‐yet‐assigned customers (Tech segment), including our Store customers.
Location: This role is based remotely.
What Your Day Will Look Like
* Onboard new customers and introduce them to our products and support processes (Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, and more).
* Elaborate and coordinate complex projects in collaboration 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, identifying growth opportunities or renewal risks in coordination with Sales.
* Run a disciplined, weekly customer and business review process with cross‐functional teams, prioritizing blockers and driving resolution through product and engineering teams.
* Serve as a customer advocate internally, influencing Canonical product roadmaps, documents, processes, and people to improve customer satisfaction and retention.
* Support customers through reactive ticket requests.
* Create campaigns targeting multiple customers through digital touch‐points and activities.
What We Are Looking For in You
* Minimum 5 years of experience in IT, with exposure to projects related to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
* Excellent presentation skills and the ability to guide conversations about complex software.
* Experience building and improving internal processes while maintaining timely delivery on customer‐related projects.
* A true team player capable of interacting across all departments and at all levels, internally and externally.
* Knowledge of agile methodologies.
* Language fluency in Spanish and Portuguese alongside excellent command of English is highly desirable.
Additional Skills That You Might Also Bring
* Experience with Salesforce, Jira, and CRMs is a big plus.
What We Offer
* Distributed work environment with twice‐yearly in‐person team sprints.
* Personal learning and development budget of USD 2,000 per year.
* Annual compensation review.
* Recognition rewards.
* Annual holiday leave.
* Maternity and paternity leave.
* Team Member Assistance Program & Wellness Platform.
* Opportunity to travel to new locations to meet colleagues.
* Priority Pass and travel upgrades for long‐haul company events.
Canonical is a pioneering tech firm at the forefront of the global shift to open source. As the company that publishes Ubuntu, one of the most significant open‐source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence; to succeed, we must be the best at what we do. Most colleagues have worked from home since our inception in 2004. Joining Canonical is a step into the future that will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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