Enterprise Customer Success Manager

3 days ago

Brisbane, Queensland, Australia Canonical Full time

Join to apply for the Enterprise Customer Success Manager role at Canonical.
About Canonical
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.
Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT.
Our customers include leading public cloud and silicon providers, and industry leaders across sectors.
We operate with a globally distributed team of 1200+ colleagues in 75+ countries, with few office-based roles, meeting in person 2-4 times a year at various locations worldwide.
Role Overview
The Customer Success department at Canonical is strategic, aiming to reduce risk and churn, facilitate product adoption, and support account expansion.
Customer Success Managers (CSMs) build trust with their assigned customers, understand their objectives, and align expectations to increase loyalty and satisfaction.
They suggest additional services, address pain points, and develop collaboration roadmaps.
Team Structure
Our growing Customer Success team specializes in segments including:
Mass: SMEs or large businesses starting with Canonical
Focus: Large companies with established ARR
Step Growth: High-potential customers
All CSMs support other customers (Tech segment), including Store customers.
Location
This is a remote role.
Key Responsibilities
Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
Coordinate complex projects with developers, IT managers, and decision-makers across industries.
Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
Manage customer portfolios, identify growth opportunities, and mitigate renewal risks.
Lead weekly customer and business reviews, resolve blockers, and coordinate with product and engineering teams.
Advocate for customers internally, influencing product roadmaps and documentation.
Support customers through reactive ticket requests.
Develop campaigns targeting multiple customers via digital touchpoints.
Candidate Profile
Ideal candidates possess excellent customer-facing skills, a passion for cloud and data center technologies, and:
At least 5 years of IT-related experience, including Linux OS, data applications, storage, cloud, networking, security, migration, or IoT projects.
Strong presentation skills for complex software discussions.
Experience in internal process improvement and timely project delivery.
Team player with cross-departmental interaction skills.
Knowledge of agile methodologies.
Proficiency in English, with additional proficiency in Spanish and Portuguese preferred.
Additional Skills
Experience with Salesforce, Jira, and CRMs is a plus.
What We Offer
We provide a global, distributed work environment, personal development budgets, annual reviews, recognition rewards, and various leave policies.
Benefits include team sprints, wellness programs, travel opportunities, and more.
About Canonical
Canonical pioneers open source solutions, with Ubuntu as a key platform for AI, IoT, and cloud.
We hire globally, uphold high standards, and promote a culture of excellence and innovation.
Working remotely since 2004, we encourage thinking differently, learning new skills, and professional growth.
Equal Opportunity
We are committed to diversity and inclusion, ensuring fair consideration regardless of background or identity.
Job Details
Seniority level: Mid-Senior
Employment type: Full-time
Job function: Other
Industry: Software Development
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