Enterprise Customer Success Manager

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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 top public cloud and silicon providers, and industry leaders across sectors. The company is pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet in person 2-4 times annually at interesting locations worldwide 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 strategic, new department aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) build trust with their customers and ensure a positive experience with Canonical's offerings. By understanding customer objectives, CSMs can align expectations, suggest additional services, alleviate pain points, and develop collaboration roadmaps.

Our growing Customer Success team aims to deliver 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 also support other customers (Tech segment), including Store customers.

Location: This role is remote.

What your day will look like

• Onboard new customers, introduce products (Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, etc.), and support processes.
• Coordinate complex projects with developers, IT managers, and decision-makers from various industries.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer goals.
• Manage a customer portfolio in a specific region, identify growth opportunities, and address renewal risks with Sales.
• Conduct weekly customer and business reviews with cross-functional teams to identify and resolve blockers.
• Advocate for customers internally, influencing product roadmaps, websites, documentation, and processes to improve satisfaction and retention.
• Support customers through reactive ticket requests.
• Create digital campaigns targeting multiple customers.

What we are looking for in you

The ideal candidate will have excellent customer-facing skills and a passion for cloud and data center infrastructure technologies. We also seek:

• At least 5 years of relevant IT experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT projects.
• Strong presentation skills capable of explaining complex software.
• Experience in building and improving internal processes for timely project delivery.
• Team player with ability to interact 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

Compensation is based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards, holiday leave, maternity/paternity leave
• Wellness programs, travel opportunities, travel upgrades for company events

About Canonical

Canonical is a pioneer in open source, known for Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, expect excellence, and support remote work since 2004. Join us to challenge yourself, learn new skills, and innovate.

Canonical is an equal opportunity employer

We value diversity and are committed to fair hiring practices, welcoming applicants of all backgrounds.