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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, along with industry leaders across sectors. We are a pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet a few times a year in interesting global locations to align on strategy and execution. The company is founder-led, profitable, and growing. We are hiring an Enterprise Customer Success Manager at Canonical. Customer success is a new strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their customers, understand their objectives, and align expectations. They suggest additional services or products to increase loyalty, address pain points, and help deliver a suitable collaboration roadmap. Our growing Customer Success team aims to provide thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To focus effectively, CSMs are specialized in one of these segments: Mass - SMEs or large businesses starting their journey with Canonical Focus - Large companies with established ARR Step Growth - high-potential customers All CSMs support business at the company level for remaining, not-yet-assigned customers, including Store customers. Location: This role is remote. 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, data applications, and more. Coordinate complex projects with developers, IT managers, and decision-makers across industries. Collaborate with Sales, Field Engineering, and Support to develop engagement plans that meet customer objectives. Manage a customer portfolio in a specific region, identifying growth opportunities and renewal risks with Sales. Conduct weekly customer and business reviews with cross-functional teams to identify blockers and drive resolutions. Advocate for customers internally and influence product roadmaps, documentation, and processes to enhance 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 for discussing complex software. Experience improving internal processes while delivering projects on time. Strong team player capable of interacting across departments and levels. Knowledge of agile methodologies. Proficiency in Spanish and Portuguese, in addition to English, is highly valued. Additional skills that you might also bring Experience with Salesforce, Jira, and CRMs is a plus. What we offer colleagues Distributed work environment with biannual in-person team sprints. USD 2,000 annual learning and development budget. Annual compensation review and performance bonuses. Additional benefits including holiday leave, parental leave, wellness programs, and travel opportunities. About Canonical Canonical is a pioneer in open source, known for Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-first culture. Working here challenges you to think differently, learn new skills, and excel. Canonical is an equal opportunity employer We value diversity and are committed to fair consideration of all applicants regardless of background or identity. #J-18808-Ljbffr