Customer Success Manager
Join our journey to excel in a dynamic Customer Success role at Canonical, where you will be instrumental in fostering lasting relationships with customers, streamlining their adoption of our products and services, and driving growth within existing accounts.
About the Role
The Customer Success Manager is responsible for developing and maintaining strong, trusting relationships with assigned customers, providing them with an exceptional experience navigating Canonical's offerings. Through a deep understanding of their objectives, the CSM activates internal and external capabilities to alleviate pain points, align expectations, and deliver on collaborative roadmaps.
We are expanding our Customer Success team to continue delivering thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. This role is a first step in the CSM organization.
Key Responsibilities
* Support customers by finding solutions to ticket requests and enriching documentation about problem-solving, Q&A, and onboarding materials.
* Drive campaigns targeting multiple customers through digital touchpoints and activities.
* Identify high-potential and high-risk customers from newly onboarded users or customers.
* Onboard new customers and introduce them to our products and support processes.
* Collaborate with Sales and Support in developing and delivering engagement plans that fulfill customer objectives.
Requirements
To succeed in this role, you will need:
* A customer-facing background with an empathetic approach and a natural drive to help others.
* Passion for technology, infrastructure, and Ubuntu, as well as excellent presentation skills.
* Strong organizational skills, ability to structure and constantly update documentation.
* A team player capable of interacting with all departments internally.
Benefits
We offer:
* A distributed work environment with twice-yearly team sprints in person.
* A personal learning and development budget of USD 2,000 per year.
* Annual compensation review and recognition rewards.
* Annual holiday leave and employee assistance program.
* Opportunity to travel to new locations to meet colleagues from your team and others.