The role of an Enterprise Customer Success Manager at Canonical is a new and strategic position aimed at reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customer's objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap.
We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide the appropriate level of focus for every customer, CSMs are specialized in one of the following segments:
Mass: SMEs or large businesses starting their journey with CanonicalFocus: Large companies with established ARRStep Growth: A selection of high-potential customersAll CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers.
Location: This role will be based remotely in the Americas region.
What your day will look like: 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.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 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.
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