Enterprise Customer Success Manager

Join to apply for the Enterprise Customer Success Manager role at Canonical

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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 1200+ 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. The company is founder‑led, profitable, and growing.

We are hiring a Enterprise Customer Success Manager to help reduce risk and churn, facilitate adoption of new products or services, and support expansion within existing accounts. CSMs develop trust with their customers and provide the best possible experience navigating Canonical’s offerings. They align expectations, suggest services or product capacity to increase loyalty, alleviate pain points, and deliver an appropriate collaboration roadmap.

CSMs are specialized in one of the following segments:

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

All CSMs also contribute to business support at the company level for all not‑yet‑assigned customers (Tech segment), including our Store customers. This role will be based remotely.

• Onboard new customers and introduce them to our products and support processes, including 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 customers’ 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, identify and prioritize blockers, and drive resolution through product and engineering teams.
• Serve as a customer advocate internally and influence product roadmaps, documentation, and processes 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 with a strong relation to IT and exposure to projects related to at least one of these topics:
  Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT.
• Excellent presentation skills with the ability to guide a conversation 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, both internally and externally.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese, in addition to an excellent command of English, is appreciated (optional).

• Experience with Salesforce, Jira, and 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.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.