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 leading public cloud and silicon providers, as well as industry leaders across sectors.

The company is founder-led, profitable, and growing, with a global team of over

• colleagues in 75+ countries, mostly remote, with few office-based roles.

Role Overview

The Customer Success department at Canonical is strategic, aiming to reduce risk and churn, facilitate product adoption, and support account expansion.

Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations to enhance loyalty and satisfaction.

They also identify additional service opportunities and help craft collaboration roadmaps.

Team Structure & Responsibilities

Specialized in segments : Mass, Focus, Step Growth, and support for unassigned customers including Store clients.

Onboard new customers, introducing products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.

Coordinate complex projects with developers, IT managers, and decision-makers across industries.

Collaborate with Sales, Engineering, and Support to develop engagement plans.

Manage customer portfolios, identify growth opportunities, and mitigate renewal risks.

Lead weekly customer and business reviews, prioritize blockers, and coordinate with internal teams.

Advocate for customers internally, influencing product roadmaps, documentation, and processes.

Support customers through reactive ticketing and create targeted campaigns.

Candidate Profile

Ideal candidates will have at least 5 years of IT-related experience, with familiarity in Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.

Strong presentation skills, process improvement experience, and team collaboration are essential.

Knowledge of agile methodologies and proficiency in English, with additional languages like Spanish and Portuguese, are highly valued.

Additional Skills

Experience with Salesforce, Jira, and CRM tools is a plus.

What We Offer

Competitive global compensation, annual reviews, bonuses, and benefits including learning budgets, wellness programs, travel opportunities, and flexible work arrangements.

The role is remote, with periodic in-person team sprints.

About Canonical

Canonical pioneers open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud.

We hire globally, uphold high standards, and foster a diverse, inclusive workplace.

Working here is future-oriented, encouraging continuous learning and growth.

Equal Opportunity Employer

We value diversity and are committed to providing fair opportunities regardless of background or identity.

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