Graduate Customer Success Manager
CanonicalRemote
Full Time
Posted February 25, 2026
Not Specified
Remote
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Job Description
A Customer Success Manager at Canonical is responsible for building trust with customers, supporting product adoption, and ensuring a positive user experience across Canonical's open source offerings, primarily focusing on the Tech segment, through problem-solving, onboarding, and engagement activities in a remote, global environment.
Key Responsibilities
- Support customers by resolving ticket requests and troubleshooting issues
- Onboard new customers and introduce them to products and support processes
- Develop and execute engagement plans to meet customer objectives
- Identify high potential and high risk customers within the portfolio
- Collaborate with sales and support teams to align on customer success strategies
- Gather and relay customer feedback to the product team
- Create and update documentation related to problem solving, onboarding, and FAQs
- Drive digital campaigns targeting multiple customers to enhance engagement
Requirements
- Experience in a customer-facing role with the ability to develop trust with customers and provide a positive experience navigating Canonical's product offerings.
- Ability to support customers by finding solutions to ticket requests and supporting onboarding, enablement, and value realization processes.
- Experience in enriching documentation related to problem solving, QA, onboarding materials, and maintaining structured and up-to-date documentation.
- Ability to identify high potential and high risk customers from newly onboarded users or customers.
- Experience in onboarding new customers and introducing them to products and support processes including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and others.
- Collaborate with Sales and Support teams to develop and deliver engagement plans that fulfill customer objectives.
- Engage with a portfolio of customers to ensure risk identification and management.
- Collect and format customer feedback for review by the product team.
- Strong organizational skills with the ability to structure and update documentation regularly.
- Excellent presentation skills.
- Empathetic individual with a natural drive to help others and a passion for technology, infrastructure, and Ubuntu in particular.
- Proficiency in written and spoken English.
- Additional proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian is preferred.
- Ability to work remotely worldwide, with the capacity to participate in distributed work environments and team sprints.
- Ability to support a diverse set of users and connect with a broad customer base across different regions.
- Willingness to participate in campaigns targeting multiple customers through digital touchpoints and activities.
- Understanding of the importance of customer success metrics such as risk and churn reduction, adoption facilitation, and expansion support.
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
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
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass for travel and travel upgrades for long haul company events
Ready to Apply?
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