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The role of a Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers and ensure they have a positive experience with Canonical's offerings. They understand customer objectives and use various internal and external resources to address pain points, align expectations, and plan collaboration.

We are expanding our Customer Success team to enhance interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is an entry-level position within the CSM organization. While the primary focus is on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users monthly; our goal is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization. You will collaborate with other teams and participate in campaigns to engage diverse users and identify future champions.

Location: This role is remote worldwide.

What your day will look like

• Supporting customers by resolving ticket requests.
• Enhancing documentation related to problem solving, FAQs, onboarding materials.
• Driving campaigns targeting multiple customers via digital channels.
• Identifying high potential and high risk customers from new onboardings.
• Onboarding new customers and introducing them to products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
• Collaborating with Sales and Support to develop engagement plans aligned with customer goals.
• Engaging with your customer portfolio to identify risks.
• Collecting and formatting customer feedback for product team review.

What we are looking for in you

• Customer-facing experience.
• Empathy and a natural drive to help others.
• Passion for technology, especially Ubuntu.
• Excellent presentation skills.
• Strong organizational skills and ability to update documentation regularly.
• Team player capable of interacting across departments.

Additional skills that you might also bring

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills.

What we offer you

We offer competitive worldwide compensation, reviewed annually, with additional benefits reflecting our values. Benefits include:

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and recognition rewards.
• Generous leave policies, maternity/paternity leave, Employee Assistance Programme.
• Opportunities to travel and meet colleagues.

About Canonical

Canonical is a leader in open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We are a remote-first company since 2004, committed to excellence and innovation.

We are an equal opportunity employer, valuing diversity and inclusion.

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development