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The 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 expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers and ensure they have a positive experience navigating Canonical’s offerings. They understand customer objectives and activate internal and external capabilities 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 is an entry point into the CSM organization. While primarily focused on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization. You will collaborate with other teams and participate in campaigns to connect with diverse users and identify future champions.
Location
This role is remote and open worldwide.
What your day will look like
- Supporting customers by resolving ticket requests.
- Enhancing documentation on problem solving, FAQs, and onboarding materials.
- Driving campaigns targeting multiple customers via digital touchpoints.
- Identifying high potential and high risk customers from new onboardings.
- Onboarding new customers and introducing them to products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
- Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
- Engaging with your portfolio to identify risks.
- Collecting customer feedback for review by the product team.
What we are looking for in you
- Customer-facing experience.
- An empathetic individual with a natural drive to help others.
- Passion for technology, infrastructure, and Ubuntu.
- Excellent presentation skills.
- Strong organizational skills and the ability to maintain updated documentation.
- A team player capable of interacting across departments.
Additional skills that you might also bring
- Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.
What we offer you
Our compensation considers location, experience, and performance, with annual reviews and performance bonuses. Benefits include:
- Remote work environment with biannual in-person team sprints.
- USD 2,000 annual learning and development budget.
- Annual compensation review.
- Recognition rewards.
- Paid holiday, maternity, and paternity leave.
- Employee Assistance Programme.
- Opportunities for travel and team meetups.
About Canonical
Canonical is a leader in open source, publishing Ubuntu and supporting AI, IoT, and cloud platforms. We are a remote-first company since 2004, committed to excellence and innovation. We value diversity and are an equal opportunity employer.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Other
Industries
- Software Development
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