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Customer success is a strategic department at Canonical, 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, providing optimal experiences across Canonical's offerings. They understand customer objectives and utilize internal and external resources to address pain points, align expectations, and develop collaboration roadmaps.
This role is part of the growing Customer Success team, primarily supporting the Tech segment, including store customers, with an assigned portfolio. The role involves ensuring a positive user experience through problem-solving, onboarding, enablement, and value realization, connecting with diverse users and identifying future champions.
Location:
This role is remote worldwide.
Key Responsibilities:
- Support customers by resolving ticket requests.
- Enhance documentation on problem-solving, FAQs, and onboarding.
- Drive customer engagement campaigns via digital channels.
- Identify high potential and high risk customers.
- Onboard new customers and introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, among others.
- Collaborate with Sales and Support to develop engagement plans.
- Engage with customers to identify risks.
- Gather and format customer feedback for product review.
Candidate Profile:
- Customer-facing experience.
- Empathetic with a drive to help others.
- Passion for technology, especially Ubuntu.
- Excellent presentation and organizational skills.
- Team player capable of cross-department collaboration.
Additional Skills:
- Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian is a plus, alongside strong English skills.
What We Offer:
- Remote work environment with biannual in-person sprints.
- USD 2,000 annual learning and development budget.
- Annual compensation review and performance bonuses.
- Comprehensive benefits including leave, parental leave, assistance programs, travel opportunities, and travel upgrades.
About Canonical:
Canonical is a leading open-source tech firm, publisher of Ubuntu, and a pioneer in AI, IoT, and cloud platforms. We operate remotely since 2004, fostering innovation and excellence in a diverse, inclusive workplace.
We are an equal opportunity employer committed to diversity and fair application processes.
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