Enterprise Customer Success Manager

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Canonical is a leading provider of open source software and operating systems for 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 world‑leading public cloud and silicon providers, and industry leaders in many sectors. The company pioneers global distributed collaboration with 1200+ colleagues in 75+ countries and very few office‑based roles.

We are hiring an Enterprise Customer Success Manager to build and maintain trusted relationships with clients, reduce risk and churn, and drive adoption of Canonical’s products and services.

• Mass – SMEs or large businesses starting their journey with Canonical
• Focus – Large companies with established ARR
• Step Growth – a selection of high‑potential customers

Location: Remote

• 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 more.
• Elaborate and coordinate complex projects 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, prioritizing blockers and driving resolution.
• Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes, and people.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch‑points and activities.

• Minimum 5 years of IT experience with exposure to at least one of:
  Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
• Excellent presentation skills and 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 and at all levels, internally and externally.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese is a plus, alongside excellent command of English.

• Experience with Salesforce, Jira, and other CRMs.

• Distributed work environment with twice‑yearly in‑person 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.
• Opportunities 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 publisher of Ubuntu – a major open‑source project and the platform for AI, IoT, and cloud – we are changing the world of software. We recruit globally and set a high standard for people joining the company. Our team works primarily from home, cultivating a future‑focused, innovative environment.

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.