Enterprise Customer Success Manager
CanonicalRemote
Full Time
Posted September 18, 2025
Not Specified
Remote
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Application opens on company website
Job Description
A Customer Success Manager at Canonical is responsible for onboarding, supporting, and expanding relationships with enterprise customers by understanding their objectives, managing complex projects, and advocating for their needs to ensure satisfaction and retention across Canonical's open source software offerings.
Key Responsibilities
- Onboard new customers and introduce them to products and support processes
- Coordinate complex projects with developers, IT managers, and decision makers
- Develop and deliver engagement plans to meet customer objectives
- Manage a portfolio of customers, identify growth opportunities and renewal risks
- Conduct weekly customer and business reviews with cross-functional teams
- Advocate for customers internally and influence product roadmaps and processes
- Support customers through reactive ticket requests
- Create targeted campaigns through digital touch-points and activities
Requirements
- 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.
- 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 products roadmaps, websites, documentation, processes, and people to improve customer satisfaction and retention.
- Supporting customers through reactive ticket requests.
- Experience 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
Ready to Apply?
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