Graduate Customer Success Manager

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Customer success is a strategic department at Canonical, aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) build trust with their assigned customers and ensure they have the best experience navigating Canonical's offerings. By understanding customer objectives, CSMs activate internal and external capabilities to address pain points, align expectations, and develop collaboration roadmaps.

We are expanding our Customer Success team to maintain thoughtful, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is an entry point into the CSM organization. While primarily focusing on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users monthly, and our goal is to ensure their optimal experience through problem-solving, onboarding, enablement, and value realization, leading to their success. You will collaborate with other teams and participate in campaigns to connect with diverse users and identify future champions.

This role is remote and open worldwide.

• Supporting customers by resolving ticket requests.
• Enhancing documentation on problem-solving, FAQs, and onboarding materials.
• Driving campaigns targeting multiple customers via digital touchpoints.
• Identifying high-potential and high-risk customers from new onboardings.
• Onboarding new customers and introducing them to products like Ubuntu Pro, MAAS, Landscape, Open Stack, Ceph, Kubernetes, and data applications.
• Collaborating with Sales and Support to develop engagement plans aligned with customer objectives.
• Engaging with your customer portfolio to identify risks.
• Collecting and formatting customer feedback for product team review.

• Customer-facing experience.
• Empathy and a natural drive to assist others.
• Passion for technology, infrastructure, and Ubuntu.
• Excellent presentation skills.
• Strong organizational skills with the ability to update documentation regularly.
• Team player capable of collaborating across departments.

• Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to excellent English skills.

Compensation is based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:

• Remote work with biannual team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary review.
• Recognition rewards, holiday leave, maternity/paternity leave.
• Employee Assistance Programme.
• Opportunities for travel and travel upgrades.

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud solutions. We hire globally and demand excellence. Since 2004, we have been a remote-first company, encouraging innovative thinking and skill development.

We value diversity and are committed to providing a workplace free from discrimination. All applications are considered fairly regardless of background or identity.