Enterprise Customer Success Manager

4 weeks ago

Dublin, Dublin City, Ireland Canonical Full time

Join to apply for the Enterprise Customer Success Manager role at Canonical.

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a remote-first culture involving teams in over 75 countries.

Job Overview

The Customer Success department at Canonical is strategic, focusing on reducing risk and churn, facilitating product adoption, and supporting account expansion. CSMs build trust with customers, understand their objectives, and align expectations to increase loyalty and satisfaction. The team specializes in segments: Mass, Focus, and Step Growth, with all contributing to support for unassigned customers including Store clients.

Responsibilities
  • Onboard new customers and introduce products such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
  • Coordinate complex projects with developers, IT managers, and decision-makers.
  • Develop engagement plans with Sales, Engineering, and Support teams.
  • Manage customer portfolios, identify growth opportunities, and mitigate renewal risks.
  • Lead weekly review meetings, resolve blockers, and communicate with cross-functional teams.
  • Advocate for customers internally and influence product roadmaps and documentation.
  • Support customers through reactive requests and create targeted campaigns.
Qualifications
  • Minimum 5 years of IT-related experience, with exposure to Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
  • Excellent presentation skills and ability to communicate complex software concepts.
  • Experience in process improvement and project delivery.
  • Team player with ability to collaborate across departments.
  • Knowledge of agile methodologies.
  • Proficiency in Spanish, Portuguese, and English is highly desirable.
Preferred Skills
  • Experience with Salesforce, Jira, and CRMs.
Benefits
  • Remote work with biannual team sprints.
  • Annual learning budget of USD 2,000.
  • Performance reviews, recognition rewards, and comprehensive leave policies.
  • Family leave, wellness programs, and travel opportunities.
About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster innovation. Working remotely since 2004, we encourage growth, learning, and excellence.

Diversity & Inclusion

We are an equal opportunity employer committed to a diverse and inclusive workplace, welcoming applicants from all backgrounds.

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