Enterprise Customer Success Manager

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

Role Overview

Customer Success Manager (CSM) at Canonical reduces risk and churn, facilitates the adoption of new products or services, and supports expansion within existing accounts. CSMs build trust with assigned customers, align expectations, suggest additional services, alleviate pain points, and deliver a collaboration roadmap. CSMs specialize in one of the following segments: Mass – SMEs or large businesses starting their journey; Focus – Large companies with established ARR; and Step Growth – a selection of high‑potential customers. All CSMs also support the Tech segment for store customers.

Location

This role is 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 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 to develop and deliver engagement plans that fulfill the customers objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Run a disciplined, weekly customer and business review process with cross‑functional teams, identify and prioritize blockers, and drive resolution through corporate product and engineering teams.
• Serve as a customer advocate internally and influence products 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.
• Proficiency in Spanish and Portuguese, in addition to English, is highly appreciated.

Additional Skills

• Experience with Salesforce, Jira and other CRMs is a big plus.

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 and performance‑driven annual bonus or commission.
• 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.

Company Information

Canonical is a pioneering tech firm at the forefront of the global move to open source. Canonical is an equal‑opportunity employer and fosters a workplace free from discrimination. We recruit globally and set a high standard for people joining the company. Most colleagues have worked from home since our inception in 2004.