Enterprise Customer Success Manager

Canonical

Remote

Full Time

Posted April 1, 2026

Not Specified

Remote

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Job Description

A Customer Success Manager at Canonical is responsible for onboarding, supporting, and developing trust with enterprise customers, ensuring successful adoption of Canonical's open source products and services, and identifying growth opportunities to enhance customer satisfaction and retention.

Key Responsibilities

Onboard new customers and introduce them to products and support processes
Coordinate complex projects with developers, IT managers, and decision makers
Collaborate with Sales, Field Engineering, and Support to develop engagement plans
Manage a portfolio of customers, identify growth opportunities and renewal risks
Conduct weekly customer and business reviews to identify and resolve blockers
Advocate for customers internally to improve satisfaction and retention
Support customers through reactive ticket requests
Create targeted campaigns through digital touch-points and activities

Requirements

Minimum of 5 years of work experience with a strong relation to IT and exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, or 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.
Proficiency both written and spoken in English, with additional proficiency in Spanish and Portuguese considered a plus.
Experience with reactive ticket requests and supporting customers through digital touch-points and activities.
Ability to onboard new customers and introduce them to products and support processes, including products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
Experience elaborating and coordinating complex projects with developers, IT managers, and decision makers from various industries.
Ability to collaborate with Sales, Field Engineering, and Support in developing and delivering engagement plans that fulfill customer objectives.
Experience managing a portfolio of customers in a specific geographic region, identifying 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.
Ability to serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes, and people to improve customer satisfaction and retention.
Supporting customers through reactive ticket requests.
Experience in elaborating campaigns targeting multiple customers through digital touch-points and activities.

Benefits & Perks

Compensation is based on geographical location, experience, and performance, with annual reviews and more frequent reviews for graduates and associates

Performance-driven annual bonus or commission

Distributed work environment with twice-yearly in-person team sprints

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