Enterprise Customer Success Manager

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, as well as industry leaders across sectors. The company is founder-led, profitable, and growing. We have a distributed team of 1200+ colleagues across 75+ countries, with few office-based roles. Teams meet in person 2-4 times a year at various global locations to align on strategy and execution.
The
Customer Success
department at Canonical is new and strategic, 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, understand their objectives, and align expectations by suggesting relevant services or products, alleviating pain points, and drawing up collaboration roadmaps.
We are expanding our Customer Success team to enhance interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications. To focus effectively, CSMs are specialized in one of the following segments:
Mass - SMEs or large businesses starting their journey with Canonical
Focus - Large companies with established ARR
Step Growth - High-potential customers
All CSMs also support business activities for other customers, including those in the Tech segment and Store customers.
Location:
This role is remote.
What your day will look like
Onboard new customers and introduce them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
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 in coordination with Sales.
Conduct weekly customer and business reviews, identify blockers, and drive resolutions.
Advocate for customers internally to improve satisfaction and retention.
Support customers through reactive ticket requests.
Create campaigns targeting multiple customers via digital touchpoints.
What we are looking for in you
The ideal candidate will have excellent customer-facing skills and a passion for cloud and data center technologies. Requirements include:
Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
Excellent presentation skills, capable of discussing complex software.
Experience in building and improving internal processes and delivering projects on time.
Team player with the ability to interact across departments and levels.
Knowledge of agile methodologies.
Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.
Additional skills that you might also bring
Experience with Salesforce, Jira, and CRMs is a plus.
What we offer colleagues
We offer a global, distributed work environment, annual reviews, learning budgets, recognition rewards, comprehensive leave policies, wellness programs, travel opportunities, and more.
About Canonical
Canonical is a pioneer in open source, known for Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, value excellence, and support remote work. Join us to challenge yourself, learn new skills, and innovate.
Canonical is an equal opportunity employer
We promote diversity and inclusive hiring practices, ensuring fair consideration regardless of background or identity.
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