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Enterprise Customer Success Manager at Canonical. Location Information: Anywhere in the world. Enterprise Customer Success Manager. Home based - Worldwide. Submit application. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, 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 and strategic department at Canonical, with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customers’ objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap. . We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide the appropriate level of focus for every customer, 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 - a selection of high-potential customers . All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.. Location: . This role will be based remotely.. . What your day will look like. Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many 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 in developing and delivering engagement plans that fulfill the customer's objectives.. Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales. . Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams. Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention.. Supporting customers through reactive ticket requests.. Create campaigns targeting multiple customers through digital touch-points and activities.. . What we are looking for in you. The ideal candidate would display impeccable customer-facing skills with a passion for cloud and data centre infrastructure technologies. We are also looking for:. Minimum 5 years of work experience with a strong relation to IT and with 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.. We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us!. Additional skills that you might also bring. Experience with Salesforce, Jira and CRMs is a big plus!. . What we offer colleagues. We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.. Distributed work environment with twice-yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. 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. . About Canonical. Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open-source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence; in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since our inception in 2004.​ Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.. Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products.. Whatever your identity, we will give your application fair consideration.. #LI-remote. Apply for this job. *. indicates a required field. First Name. *. Last Name. *. Email. *. Phone. Resume/CV. *. Attach. Attach. Dropbox. Google Drive. Enter manually. Enter manually. Accepted file types: pdf, doc, docx, txt, rtf. Education. School. Select.... Degree. Select.... Discipline. Select.... Add another. During this application process I agree to use only my own words. I understand that plagiarism, the use of AI or other generated content will disqualify my application.. *. Select.... Why is Customer Success important to you?. *. In your previous experience, what did you put in place to ensure the retention of your customers ?. *. List 3 Enterprise IT Solutions you influenced a customer to implement to help deliver on their business goals. . *. What was your bachelor's university degree result, or expected result if you have not yet graduated? Please include the grading system to help us understand your result e.g. ‘85 out of 100’, ‘2:1 (Grading system: first class, 2:1, 2:2, third class)’ or ‘GPA score of 3.8/4.0 (predicted)’. We have hired outstanding individuals who did not attend or complete university. If this describes you, please continue with your application and enter ‘no degree’.. *. Universities around the world score degrees in different ways. Please indicate your result, or expected result if you are close to graduation, along with information about the grading system.. How did you perform in mathematics at high school?. *. Select.... How did you perform in your native language at high school?. *. Select.... Please share your rationale or evidence for the high school performance selections above. Make reference to provincial, state or nation-wide scoring systems, rankings, or recognition awards, or to competitive or selective college entrance results such as SAT or ACT scores, JAMB, matriculation results, IB results etc. We recognise every system is different but we will ask you to justify your selections above.. *. What time zone are you in?. *. Select.... We expect all colleagues to meet in person 2-4 times a year, at internal company events lasting between 1-2 weeks. We try to pick new and interesting locations that will likely require international travel and entry requirement visas and vaccinations. Are you willing and able to commit to this?. *. Select.... Please note that if you require any accommodation for travel that relates to a physical disability please do let us know during your hiring process and we will be happy to discuss your requirements further.. Website. LinkedIn Profile . Please confirm that you have read and agree to Canonical's Recruitment Privacy Notice and Privacy Policy.. *. Select.... Recruitment Privacy Notice . Privacy Policy. In which country do you currently work?. *. Select.... Please select your current location from the dropdown.. In the past ten years, looking only at the time since you graduated your first undergraduate degree, how many companies have you worked for?. *. Select.... We're focused specifically on the last ten years, and only the portion of that since you left undergrad university. If you graduated three years ago, just count the number of companies you have worked for in those three years. If you graduated 25 years ago, just count the companies in the last ten years.. If you worked for a company which was acquired or renamed, then please count that as one company not two. Don't count any university jobs or internships. If you have your own company or do private contracting work in addition to your employment, please count that as one company.. Which gender do you identify as?. *. Select.... This information is being requested to help us maintain equal opportunities, best practices and comply with legal requirements. The submission of this information is entirely voluntary. The information you provide will not be used in our decision making and will not subject you to any adverse treatment.. Submit application. Powered by. Read our. . Privacy Policy.