Enterprise Customer Success Manager

4 weeks ago

Sorsogon, Bicol, Philippines Canonical Full time

Join to apply for the Enterprise Customer Success Manager role at 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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration with 1200+ colleagues in 75+ countries, and very few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

Role Overview

We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a strategic department aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. CSMs develop trust with customers, understand their objectives, and align expectations by suggesting relevant services and products, alleviating pain points, and drawing collaboration roadmaps.

Our growing Customer Success team offers thoughtful interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs are specialized in one of the following segments:

  • Mass - SMEs or large businesses starting with Canonical
  • Focus - Large companies with established ARR
  • Step Growth - High-potential customers

All CSMs contribute to business support for remaining, not-yet-assigned customers, including Store customers.

Location

This role is remote-based.

Key Responsibilities
  • Onboard new customers, introduce products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, etc.
  • Coordinate complex projects with developers, IT managers, and decision-makers.
  • Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
  • Manage a customer portfolio, identify growth opportunities and renewal risks.
  • Conduct weekly customer and business reviews with cross-functional teams.
  • Advocate for customers internally and influence product roadmaps and processes.
  • Support customers through reactive ticket requests.
  • Create campaigns targeting multiple customers via digital touchpoints.
Preferred Qualifications
  • Minimum 5 years of experience related to IT, Linux OS, data applications, storage, cloud, networking, security, migration, IoT.
  • Excellent presentation skills for complex software discussions.
  • Experience improving internal processes and delivering projects on time.
  • Team player with ability to interact across departments and levels.
  • Knowledge of agile methodologies.
  • Proficiency in English, with additional languages like Spanish and Portuguese a plus.
Additional Skills
  • Experience with Salesforce, Jira, CRMs is a plus.
What We Offer
  • Distributed work environment with biannual in-person team sprints.
  • USD 2,000 annual learning and development budget.
  • Annual compensation review, recognition rewards, holiday leave, parental leave, wellness programs, travel opportunities, and more.
About Canonical

Canonical is a pioneer in open source, publishing Ubuntu and leading in AI, IoT, and cloud platforms. We recruit globally, value excellence, and support remote work since 2004. Join us to challenge yourself, learn new skills, and innovate.

Equal Opportunity Statement

We are an equal opportunity employer committed to diversity and inclusivity. All applications are considered fairly regardless of background or identity.

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