Enterprise Customer Success Manager

Enterprise Customer Success Manager

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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.

We are hiring an Enterprise Customer Success Manager to help reduce risk and churn, facilitate adoption of new products or services, and support expansion within existing accounts.

• Onboard new customers and introduce them to our products and support processes (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, identify and prioritize blockers, and drive resolution through product and engineering teams.
• Serve as a customer advocate internally and influence product roadmaps, documentation, processes and people to improve customer 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 strong IT exposure, including projects related to Linux OS, data applications, storage, cloud computing, networking, security, migration or 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, both internally and externally.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese is a plus; excellent command of English is required.

• Fully remote with twice‑yearly in‑person team 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 Programme & 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.

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.