Overview
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. We are hiring an Enterprise Customer Success Manager to support a broad range of Canonical products and services and to reduce risk and churn, facilitate adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with assigned customers, align expectations, and help draw and deliver a collaboration roadmap.
We are growing our Customer Success team to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. CSMs are specialized 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
Location: This role will be based remotely.
Responsibilities
* Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications and many more.
* Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
* Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer's objectives.
* Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
* Lead a weekly customer and business review process with cross-functional teams to 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.
* Create campaigns targeting multiple customers through digital touchpoints and activities.
What we are looking for
The ideal candidate will have impeccable customer-facing skills with a passion for cloud and data center infrastructure technologies. We are also looking for:
* Minimum 5 years of IT-related work experience with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
* Excellent presentation skills with the ability to guide conversations about complex software.
* Experience building and improving internal processes while delivering customer-related projects on time.
* A true team player able to interact with all departments and levels, internally and externally.
* Knowledge of agile methodologies.
* Proficiency in Spanish and Portuguese (written and spoken) alongside excellent English.
Additional skills
* Experience with Salesforce, Jira and CRMs is a plus.
What we offer
Compensation is determined by location, experience, and performance. We offer a base salary plus a performance-driven bonus/commission, plus benefits aligned with global practices.
* 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
* Travel opportunities to meet colleagues
* Travel upgrades for long-haul company events
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu and drive open-source innovation across AI, IoT, and the cloud. We recruit on a global basis and maintain high standards for new hires. Most colleagues work remotely.
Canonical is an equal opportunity employer
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. We will give your application fair consideration regardless of your identity.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Software Development
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