Enterprise Customer Success Manager

Summary

Join Canonical's growing Customer Success team as an Enterprise Customer Success Manager and contribute to the success of our global customer base. This remote role focuses on onboarding new customers, managing customer portfolios, and collaborating with cross-functional teams to achieve customer objectives. You will be responsible for developing and delivering engagement plans, identifying growth opportunities, and serving as a customer advocate. The ideal candidate has 5+ years of IT experience, excellent presentation skills, and knowledge of agile methodologies. Canonical offers a competitive compensation package, including a performance-driven bonus, personal learning budget, and various benefits.

Requirements

• Minimum 5 years of work experience with a strong relation to IT and with 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

Responsibilities

• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more
• Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries
• Collaborate with Sales, Field Engineering and Support in developing and delivering 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
• Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams
• Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention
• Supporting customers through reactive ticket requests
• Create campaigns targeting multiple customers through digital touch-points and activities

Preferred Qualifications

Experience with Salesforce, Jira and CRMs is a big plus!

Benefits

• We consider geographical location, experience, and performance in shaping compensation worldwide
• We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance
• In addition to base pay, we offer a performance-driven annual bonus or commission
• We provide all team members with additional benefits which reflect our values and ideals
• 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