Enterprise Customer Success Manager

Summary

Join Canonical's Customer Success team as an Enterprise Customer Success Manager and contribute to a strategic department focused on reducing churn, facilitating product adoption, and supporting account expansion. You will build trust with customers, understand their objectives, and align expectations. The role involves onboarding new customers, managing a portfolio of accounts, identifying growth opportunities, and collaborating with cross-functional teams. You will act as a customer advocate, influencing product roadmaps and internal processes. This remote EMEA-based position requires native French and excellent English skills, along with extensive IT experience and expertise in cloud and data center technologies. Canonical offers competitive compensation, a performance-driven bonus, and various benefits.

Requirements

• Native French level required with excellent command of English
• Minimum 5 years of work experience with a strong background in 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
• 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

Benefits

• Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues from your team and others
• Priority Pass for travel and travel upgrades for long haul company events
• 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 recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus