Enterprise Customer Success Manager
Canonical · NAMER
- Hybrid
- Full-time
- $100,000 / year
- NAMER
Job highlights
- Manage enterprise customer relationships and success.
- Drive product adoption and identify growth opportunities.
- Collaborate with sales, engineering, and support.
- Advocate for customers internally to improve products.
- Work remotely with global distributed teams.
About the role
About Canonical
Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in enterprise initiatives like public cloud, data science, AI, engineering innovation, and IoT. We serve world-leading public cloud and silicon providers, and industry leaders across various sectors. Canonical is a pioneer of global distributed collaboration, with over 1200 colleagues in 75+ countries and a predominantly remote workforce. Teams convene two to four times annually in person for strategic alignment and execution. The company is founder-led, profitable, and growing.About the Role
We are hiring an Enterprise Customer Success Manager to join our new and strategic Customer Success department. This team aims to reduce risk and churn, facilitate product/service adoption, and support account expansion. As a Customer Success Manager (CSM), you will build trust with your assigned customers, ensuring they have the best experience navigating Canonical's offerings. By understanding customer objectives, you will align expectations, recommend additional services or product capacity to enhance loyalty, resolve pain points, and develop a collaborative roadmap. We are expanding our Customer Success team to provide thoughtful, smart, and precise interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. CSMs specialize in one of three segments: Mass (SMEs or large businesses new to Canonical), Focus (large companies with established ARR), or Step Growth (high-potential customers). All CSMs also contribute to company-level business support for unassigned customers (Tech segment), including Store customers.Location
This role is based remotely.What Your Day Will Look Like
- Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
- Elaborate and coordinate complex projects in interaction with developers, IT managers, and decision-makers from various industries.
- Collaborate with Sales, Field Engineering, and Support to develop and deliver engagement plans fulfilling customer objectives.
- Manage a portfolio of customers in a specific geographic region, identifying growth opportunities or renewal risks in coordination with Sales.
- Run 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, influencing Canonical's 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.
What We Are Looking For In You
- Minimum 5 years of work experience with a strong relation to IT and exposure to projects related to at least one of: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
- Excellent presentation skills with the ability to guide conversations about complex software.
- Experience building and improving internal processes while maintaining timely delivery for customer-related projects.
- A true team player capable of interacting with all departments and levels, internally and externally.
- Knowledge of agile methodologies.
- Proficiency in Spanish and Portuguese (written and spoken) is a strong plus, alongside an excellent command of English.
Additional Skills That You Might Also Bring
- Experience with Salesforce, Jira, and CRMs is a significant advantage.
What We Offer
- Colleagues who value geographical location, experience, and performance in shaping compensation worldwide, with annual compensation reviews and more frequent adjustments for graduates and associates.
- A performance-driven annual bonus or commission in addition to base pay.
- Additional benefits reflecting our values and ideals, balanced to meet local needs and ensure global fairness.
- A distributed work environment with twice-yearly team sprints in person.
- A personal learning and development budget of USD 2,000 per year.
- Annual compensation review, recognition rewards, and annual holiday leave.
- Maternity and paternity leave, Team Member Assistance Program & Wellness Platform.
- Opportunity to travel to new locations for team events and the possibility of Priority Pass and travel upgrades for long-haul company events.
About Canonical
Canonical is a pioneering tech firm leading the global move to open source. As the publisher of Ubuntu, a critical open-source project and the platform for AI, IoT, and the cloud, we are shaping the future of software. We recruit globally and maintain high standards for all hires, expecting excellence and a commitment to being the best. Most colleagues have worked remotely since our inception in 2004. Working at Canonical means stepping into the future, challenging yourself to think differently, work smarter, learn new skills, and elevate your performance.Equal Opportunity
Canonical is an equal opportunity employer. We foster a workplace free from discrimination, believing that diversity of experience, perspectives, and background creates better work environments and superior products. Your identity will be respected, and your application will receive fair consideration.Key skills/competency
- Enterprise Customer Success Manager
- Customer Success
- Account Management
- SaaS
- Open Source
- Ubuntu
- Cloud Computing
- IT Infrastructure
- Customer Relationship Management
- Agile Methodologies
Skills & topics
- Enterprise Customer Success Manager
- Customer Success
- Account Management
- SaaS
- Open Source
- Ubuntu
- Cloud Computing
- IT Infrastructure
- Customer Relationship Management
- Agile Methodologies
- Linux
- Data Applications
- Storage
- Networking
- Security
- Migration
- IoT
- Remote
- Customer Retention
- Salesforce
- Jira
How to get hired
- Customize your resume: Highlight your 5+ years of IT experience and specific project work in areas like Linux, cloud, or data applications.
- Tailor your application: Emphasize your customer-facing skills, presentation abilities, and knowledge of agile methodologies.
- Showcase technical understanding: Clearly articulate your experience with complex software and infrastructure technologies.
- Demonstrate collaboration: Provide examples of how you've worked with cross-functional teams to achieve customer goals.
- Highlight language skills: If proficient in Spanish or Portuguese, mention this to align with team preferences.
Technical preparation
Familiarize yourself with Ubuntu and open-source infrastructure.,Understand cloud computing, data applications, and IoT concepts.,Practice explaining complex software solutions clearly.,Review agile methodologies and project coordination.
Behavioral questions
Describe a time you managed a customer's complex needs.,How do you build trust with new clients?,Share an example of advocating for a customer internally.,How do you handle identifying renewal risks?
Frequently asked questions
- What is Canonical looking for in an Enterprise Customer Success Manager?
- Canonical seeks an Enterprise Customer Success Manager with over 5 years of IT experience, a strong understanding of technologies like Linux OS, cloud computing, or data applications, excellent presentation and communication skills, and a collaborative spirit. Experience with agile methodologies and language skills in Spanish or Portuguese are also highly valued.
- What are the key responsibilities of an Enterprise Customer Success Manager at Canonical?
- Key responsibilities include onboarding new customers, managing a portfolio of accounts, driving product adoption, identifying growth opportunities and renewal risks, coordinating complex projects, acting as a customer advocate internally, and supporting customers with reactive ticket requests. You'll also help develop and deliver engagement plans with Sales, Field Engineering, and Support.
- Can I work remotely for this Enterprise Customer Success Manager role at Canonical?
- Yes, this Enterprise Customer Success Manager position is a remote role, aligning with Canonical's pioneering approach to global distributed collaboration. The company supports a predominantly remote workforce with occasional in-person team sprints.
- What kind of customers will I be working with as an Enterprise Customer Success Manager at Canonical?
- As an Enterprise Customer Success Manager at Canonical, you will be specialized in one of three segments: Mass (SMEs or large businesses new to Canonical), Focus (large companies with established ARR), or Step Growth (high-potential customers). You will also support unassigned customers (Tech segment) and Store customers.
- What technologies are involved in the Enterprise Customer Success Manager role at Canonical?
- The role involves products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and various data applications. You'll also be working with technologies related to Linux OS, data applications, storage, cloud computing, networking, security, migration, and IoT.
- What is the compensation and benefits structure at Canonical for this role?
- Canonical shapes compensation based on geographical location, experience, and performance, with annual reviews. Benefits include a performance-driven bonus/commission, a USD 2,000 annual personal learning and development budget, recognition rewards, holiday leave, parental leave, and wellness programs. Travel opportunities and upgrades are also provided for long-haul company events.
- How does Canonical approach team collaboration and development?
- Canonical fosters a global, distributed collaboration model with most colleagues working remotely. Teams meet two to four times yearly in person for strategic alignment. The company also offers a personal learning and development budget and encourages continuous skill enhancement.