Canonical Logo

Canonical

Enterprise Customer Success Manager EMEA

Reposted 16 Days Ago
Remote
28 Locations
Senior level
Remote
28 Locations
Senior level
The Enterprise Customer Success Manager at Canonical is responsible for onboarding customers, facilitating product adoption, managing portfolios, and driving customer satisfaction and retention while collaborating across departments.
The summary above was generated by AI

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support 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 Canonical
  • Focus - Large companies with established ARR
  • Step Growth - a selection of high-potential customers 

All 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 EMEA 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.
  • Supporting customers through reactive ticket requests.
  • Create campaigns targeting multiple customers through digital touch-points and activities.


What we are looking for in you

The ideal candidate would display impeccable customer facing skills with a passion for cloud and data centre infrastructure technologies. We are also looking for:

  • 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 softwares.
  • 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.

Additional skills that you might also bring

  • Experience with Salesforce, Jira and CRMs is a big plus!
  • We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!


What we offer you

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. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

  • 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


About Canonical

Canonical is a pioneering tech firm that is 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 on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004.​ Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.


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.


#LI-remote 

Top Skills

Cloud Computing
JIRA
Linux Os
Networking
Salesforce
Security

Similar Jobs

3 Days Ago
Easy Apply
Remote
Hybrid
28 Locations
Easy Apply
Junior
Junior
Blockchain • Information Technology • Software • Cryptocurrency • Web3
The Customer Experience Advocate engages with users on Discord, troubleshooting issues, providing feedback, and enhancing customer experience to inform product development.
Top Skills: APIsBlockchainDiscordProgramming LanguagesSdks
17 Hours Ago
Easy Apply
Remote
35 Locations
Easy Apply
Senior level
Senior level
Cloud • Security • Software • Cybersecurity • Automation
This role involves leading the design and evolution of GitLab’s multi-tenant platform, ensuring high availability and performance while mentoring team members. Responsibilities include backend API design and fostering a collaborative engineering culture.
Top Skills: Cloud ComputingGoRuby
Yesterday
Easy Apply
Remote
28 Locations
Easy Apply
Entry level
Entry level
Cloud • Security • Software • Cybersecurity • Automation
The Business Development Representative will engage enterprise accounts, conduct outreach, generate meetings, and collaborate across teams while leveraging Salesforce and marketing tactics.
Top Skills: Linkedin Sales NavigatorSalesforce

What you need to know about the Belfast Tech Scene

If asked to name the birthplace of the RMS Titanic, you might not say Belfast. Similarly, if asked to name Europe's leading destination for foreign direct investment in new software development, Belfast might not come to mind. Yet, both are true. The city has emerged as a tech powerhouse, recently ranked among the best in the U.K. for tech careers — especially for software developers. It also leads the U.K. with the highest percentage of software development jobs advertised.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account