Enterprise Customer Success Manager

Join Canonical as an Enterprise Customer Success Manager and help shape the future of open source software.

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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1,200+ colleagues in 75+ countries and very few office‑based roles.

Teams meet two to four times yearly in person in interesting locations around the world to align on strategy and execution.

Location:

This role will be based remotely.

We are hiring an Enterprise Customer Success Manager to join a new and strategic department focused on reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) develop trust with assigned customers and ensure they receive the best experience navigating Canonical’s extensive offering. By understanding customers’ objectives, the CSM aligns expectations, recommends additional services or product capacity, alleviates pain points, and drives on an appropriate collaboration roadmap.

• Onboard new customers and introduce them to our products and support processes. Products include:
  Ubuntu Pro, MAAS, Landscape, Open Stack, Ceph, Kubernetes, data applications and many more.
• Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support to develop and deliver engagement plans that fulfill the customer's objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Run 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.
• Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes and people to improve satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch‑points and activities.

• Minimum 5 years of work experience in IT with exposure to projects related to at least one of:
  Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
• Excellent presentation skills with the ability to guide conversations 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 at all levels, both internally and externally.
• Knowledge of agile methodologies.
• Proficiency (written and spoken) in Spanish and Portuguese alongside excellent command of English is highly appreciated.

• Experience with Salesforce, Jira and other CRMs.

• Distributed work environment with twice‑yearly team sprints in person.
• 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.

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company.

We expect excellence; to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, learn new skills, and raise your game.

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.