Enterprise Customer Success Manager

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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office‑based roles. Overview We are hiring an Enterprise Customer Success Manager . Customer success is a new and strategic department at Canonical, with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSMs) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. All CSMs contribute to business support at the company level for all not‑yet‑assigned customers (Tech segment), including our Store customers. This role will be based remotely. 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 product roadmaps, websites, documentation, processes and people to improve customer satisfaction and retention. Support customers through reactive ticket requests. Create campaigns targeting multiple customers through digital touch‑points and activities. What we are looking for in you Minimum 5 years of work experience with a strong relation to IT and 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. Proficiency in Spanish and Portuguese (written and spoken) alongside an excellent command of English is highly appreciated. Additional skills that you might also bring Experience with Salesforce, Jira and CRMs is a big plus What we offer colleagues Distributed work environment with twice‑yearly team sprints in person Personal learning and development budget of USD 2,000 per year Annual compensation review and performance‑driven bonus or commission Recognition rewards and anniversary benefits 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 About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. Most colleagues at Canonical work from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game. Equal Opportunity Employer Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Software Development #J-18808-Ljbffr