Canonical
Remote | Anywhere | Full-time
About the Role
Canonical’s Customer Success team is a strategic department focused on minimizing risk and churn, driving product adoption, and expanding within existing accounts. As a Graduate Customer Success Manager (CSM), you will build trust with assigned customers, ensuring they have the best experience navigating Canonical’s diverse offerings. By understanding customer objectives, you will activate internal and external resources to address challenges, align expectations, and create effective collaboration roadmaps.
We are expanding our Customer Success team to deliver high-quality interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. This is an entry-level role within the CSM organization, primarily focusing on the Tech segment, including store customers, while managing an assigned portfolio. With thousands of new users choosing Ubuntu monthly, our goal is to provide an outstanding user experience through onboarding, enablement, problem-solving, and value realization.
Location
This is a REMOTE role open to candidates worldwide.
What You Will Do
- Support customers by resolving ticket requests.
- Improve documentation, including problem-solving guides, FAQs, and onboarding materials.
- Execute digital campaigns targeting multiple customers.
- Identify high-potential and high-risk customers among new users.
- Onboard new customers and introduce them to Canonical’s products and support processes, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and more.
- Work with Sales and Support teams to develop and implement engagement plans that align with customer goals.
- Engage with customers to identify risks and mitigate potential challenges.
- Collect and format customer feedback for product team review.
What We Are Looking For
- Customer-facing experience.
- Empathy and a strong desire to help others.
- Passion for technology, infrastructure, and Ubuntu.
- Excellent presentation skills.
- Strong organizational skills with the ability to structure and update documentation.
- Team player with the ability to collaborate across departments.
Additional Skills
- Multilingual candidates are highly valued! If you are proficient in Japanese, Korean, Spanish, Portuguese, German, French, or Italian (in addition to English), let us know!
What We Offer
- Fully remote work environment with biannual in-person team sprints (Canonical has been remote-first since 2004!).
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and performance-driven bonuses.
- Recognition rewards and annual leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Travel opportunities to meet colleagues worldwide.
- Priority Pass for travel and upgrades for long-haul company events.
About Canonical
Canonical is a leader in open-source technology, publishing Ubuntu and driving innovation in AI, IoT, and cloud computing. As a globally remote company, we recruit top talent worldwide, expecting excellence and continuous growth. Our remote-first culture has been in place since 2004, challenging employees to think differently, work smarter, and push boundaries.
Equal Opportunity Employer
Canonical is committed to a discrimination-free workplace. We value diversity in experience, perspectives, and backgrounds to create better products and work environments. Regardless of identity, all applicants receive fair consideration.
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