Canonical
Enterprise Customer Success Manager
Canonical, San Francisco, California, United States, 94199
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Enterprise Customer Success Manager
role at
Canonical
About Canonical 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. Canonical is founder‑led, profitable, and growing, with 1200+ colleagues in 75+ countries and very few office‑based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
Position Overview We are hiring an
Enterprise Customer Success Manager
at Canonical. Customer success is a new and strategic department with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. CSMs are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical’s vast offering. By clearly understanding their customers’ objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate pain points, and help deliver an appropriate collaboration roadmap.
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.
Experience running a disciplined, weekly customer and business review process with cross‑functional teams, identifying and prioritizing blockers and driving resolution through corporate product and engineering teams.
Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, 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.
Qualifications
Minimum 5 years of work experience with a strong relation to IT and exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
Excellent presentation skills with the ability to guide a conversation about complex software.
Experience building and improving internal processes while maintaining timely delivery to customer‑related projects.
A true team player capable of interacting with all departments and at all levels, both internally and externally.
Knowledge of agile methodologies.
We strongly appreciate diverse languages. Proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English is highly desired.
Additional Preferred Skills
Experience with Salesforce, Jira and other CRMs.
Benefits
Distributed work environment with twice‑yearly team sprints in person.
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.
Equal Opportunity Employer 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. Whatever your identity, we will give your application fair consideration.
#J-18808-Ljbffr
Enterprise Customer Success Manager
role at
Canonical
About Canonical 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. Canonical is founder‑led, profitable, and growing, with 1200+ colleagues in 75+ countries and very few office‑based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
Position Overview We are hiring an
Enterprise Customer Success Manager
at Canonical. Customer success is a new and strategic department with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. CSMs are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical’s vast offering. By clearly understanding their customers’ objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate pain points, and help deliver an appropriate collaboration roadmap.
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.
Experience running a disciplined, weekly customer and business review process with cross‑functional teams, identifying and prioritizing blockers and driving resolution through corporate product and engineering teams.
Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, 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.
Qualifications
Minimum 5 years of work experience with a strong relation to IT and exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
Excellent presentation skills with the ability to guide a conversation about complex software.
Experience building and improving internal processes while maintaining timely delivery to customer‑related projects.
A true team player capable of interacting with all departments and at all levels, both internally and externally.
Knowledge of agile methodologies.
We strongly appreciate diverse languages. Proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English is highly desired.
Additional Preferred Skills
Experience with Salesforce, Jira and other CRMs.
Benefits
Distributed work environment with twice‑yearly team sprints in person.
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.
Equal Opportunity Employer 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. Whatever your identity, we will give your application fair consideration.
#J-18808-Ljbffr