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Job Description
A Customer Success Manager at Canonical is responsible for building trust with customers, supporting product adoption, resolving issues, and ensuring a positive user experience across Canonical's open source offerings, primarily focusing on the Tech segment and onboarding new users globally in a remote work environment.
Key Responsibilities
- Support customers by resolving ticket requests and providing problem-solving assistance
- Onboard new customers and introduce them to products and support processes
- Develop and deliver engagement plans in collaboration with sales and support teams
- Identify high potential and high risk customers within the portfolio
- Collect and format customer feedback for review by the product team
- Enrich 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 a natural drive to help others and demonstrate empathy.
- Passion for technology, infrastructure, and Ubuntu in particular.
- Excellent presentation skills.
- Strong organizational skills with the ability to structure and constantly update documentation.
- Ability to support customers by finding solutions to ticket requests.
- Experience in onboarding new customers and introducing them to products and support processes.
- Ability to collaborate with Sales and Support teams to develop and deliver engagement plans that fulfill customer objectives.
- Experience in collecting and formatting customer feedback for review by the product team.
- Proficiency in English, both written and spoken.
- Additional proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian is preferred.
- Ability to identify high potential and high risk customers from newly onboarded users or customers.
- Ability to support the adoption of products including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and others.
- Ability to support problem-solving, onboarding, enablement, and value realization activities to ensure customer success.
- Strong team player capable of interacting with all departments internally.
- Willingness to work remotely worldwide, with the ability to manage a portfolio of customers across different regions.
Benefits & Perks
Annual performance-driven bonus
Additional benefits reflecting company values and local needs
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
Travel upgrades for long haul company events
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