Canonical

Remote
Anywhere
Full-time

Role Overview
As a Customer Success Manager (CSM) at Canonical, you will play a crucial role in our new strategic department dedicated to enhancing customer satisfaction, minimizing risk and churn, and facilitating the adoption of our products and services. Your primary responsibility will be to build trust with assigned customers, ensuring they have the best possible experience as they navigate Canonical’s extensive offerings. By understanding your customers’ objectives, you will leverage various internal and external resources to address pain points, align expectations, and create effective collaboration roadmaps.

As we expand our Customer Success team, we aim to provide thoughtful and precise interactions across our product portfolio, including Ubuntu and open-source infrastructure and applications. This position serves as an entry point within the CSM organization, with a primary focus on the Tech segment, including store customers and an assigned portfolio. With thousands of new users choosing Ubuntu each month, your mission will be to deliver an exceptional user experience through problem-solving, onboarding, enablement, and value realization.

Key Responsibilities

• Support customers by resolving ticket requests effectively.
• Enhance documentation related to problem-solving, Q&A, and onboarding materials.
• Drive campaigns targeting multiple customers through various digital touchpoints and activities.
• Identify high-potential and high-risk customers among newly onboarded users.
• Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
• Collaborate with Sales and Support teams to create and implement engagement plans that meet customer objectives.
• Engage with your customer portfolio to proactively identify risks.
• Collect and format customer feedback for product team review.

Qualifications

• Experience in customer-facing roles.
• Empathetic, with a natural desire to assist others.
• Strong passion for technology, infrastructure, and particularly Ubuntu.
• Excellent presentation and organizational skills, with the ability to maintain and update documentation.
• A collaborative team player capable of working across all internal departments.

Preferred Skills
We value multilingual abilities! If you are proficient in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to English, please let us know!

What We Offer

• Competitive compensation based on geographic location, experience, and performance, with annual reviews.
• Performance-driven annual bonuses.
• Comprehensive benefits that reflect our values and meet local needs.
• A distributed work environment with biannual in-person team sprints—remote work has been our standard since 2004!
• A personal learning and development budget of USD 2,000 per year.
• Recognition rewards and annual leave.
• Maternity and paternity leave.
• An Employee Assistance Program.
• Opportunities to travel and meet colleagues.
• Priority Pass for travel and travel upgrades for long-haul company events.

About Canonical
Canonical is a pioneering tech firm leading the global shift to open source. As the publisher of Ubuntu, a key open-source project and platform for AI, IoT, and cloud solutions, we are making a daily impact on the world. We recruit globally and uphold high standards for all team members, ensuring excellence in everything we do.

Being a remote-first company since 2004, working at Canonical offers a glimpse into the future, challenging you to think creatively, work efficiently, learn new skills, and elevate your performance. Canonical provides a unique perspective on the 21st-century digital business landscape.

Equal Opportunity Employer
Canonical is committed to creating a diverse workplace free from discrimination. We believe that a variety of experiences, perspectives, and backgrounds contribute to a better work environment and improved products. All applications will be given fair consideration, regardless of identity.

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