Role of a Customer Success Manager at Canonical
Customer success is a strategic department at Canonical, aimed at reducing risk and churn, facilitating product adoption, and supporting account expansion. Customer Success Managers (CSMs) develop trust with customers and ensure a positive experience with Canonical's offerings. They understand customer objectives and coordinate internal and external resources to address pain points, align expectations, and develop collaboration roadmaps.
We are expanding our Customer Success team to enhance interactions across our product portfolio, from Ubuntu to open source infrastructure and applications. This role primarily focuses on the Tech segment, including store customers, with an assigned portfolio. Our goal is to ensure the best user experience for new Ubuntu users through onboarding, problem-solving, enablement, and value realization, connecting with diverse users and identifying future champions.
Location
This position is remote worldwide.
Daily Responsibilities
1. Support customers by resolving ticket requests.
2. Enhance documentation related to problem solving, FAQs, and onboarding.
3. Lead campaigns targeting multiple customers via digital channels.
4. Identify high potential and high risk customers among onboarded users.
5. Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop engagement plans aligned with customer objectives.
7. Engage with customers to identify risks.
8. Gather customer feedback for product team review.
Desired Skills and Qualifications
* Experience in customer-facing roles.
* Empathy and a natural drive to assist others.
* Passion for technology, especially Ubuntu and infrastructure.
* Excellent presentation skills.
* Strong organizational skills with the ability to maintain documentation.
* Team player capable of collaborating across departments.
Additional Skills
Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English, is highly valued.
What We Offer
* Remote work environment with biannual in-person team sprints.
* USD 2,000 annual learning and development budget.
* Annual compensation reviews and performance bonuses.
* Comprehensive benefits including leave, parental leave, Employee Assistance Programme, and travel opportunities.
About Canonical
Canonical leads in open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. Since 2004, we have embraced a remote-first culture, encouraging innovative thinking, skill development, and excellence in digital business.
Equal Opportunity Statement
We are committed to diversity and provide a workplace free from discrimination, ensuring fair consideration for all applicants regardless of background or identity.
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