Enterprise Customer Success Manager APAC

hace 4 semanas

Mexicali, Baja California, México Canonical A tiempo completo

The role of an Enterprise Customer Success Manager at Canonical


Customer success is a strategic department at Canonical, focused on reducing risk and churn, helping customers adopt new products or services, and supporting business growth within existing accounts. Customer Success Managers (CSMs) build trust with customers by delivering exceptional experiences navigating Canonical's diverse offerings. By understanding customer goals, CSMs leverage internal and external resources to address challenges, align expectations, and drive successful collaborations.


We are expanding our Customer Success team to ensure personalized, insightful interactions across our product range, from Ubuntu to open-source infrastructure and applications. CSMs specialize in different segments to provide tailored support:

  • Mass - SMEs or large businesses new to Canonical
  • Focus - Established ARR corporations
  • Step Growth - High-potential customers

All CSMs also offer support to unassigned customers (Tech segment) and our Store customers at a company level.


Location: This position will be remote-based in the APAC region.


What your daily responsibilities will be

  • Guide new customers through product onboarding and support processes, covering Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and more.
  • Lead and manage complex projects involving developers, IT managers, and decision makers across various industries.
  • Collaborate with Sales, Field Engineering, and Support to develop tailored engagement plans that meet customer objectives.
  • Oversee a customer portfolio in a specific region, identifying growth opportunities and renewal risks in collaboration with Sales.
  • Conduct regular customer and business reviews with cross-functional teams to address issues and drive resolutions.
  • Advocate for customers internally by influencing product roadmaps and enhancing customer satisfaction and retention.
  • Handle customer support tickets and create targeted campaigns for multiple customers through digital channels.

What we are seeking in you

  • Minimum of 5 years of IT-related work experience, with exposure to projects involving Linux OS, data applications, cloud computing, security, and more.
  • Strong presentation skills to effectively discuss complex software solutions.
  • Ability to enhance internal processes while ensuring timely project delivery.
  • Excellent team player with the capacity to collaborate across departments and levels.
  • Knowledge of agile methodologies.

Additional skills that are a plus

  • Experience with Salesforce, Jira, and CRMs.
  • Proficiency in a language other than English.

What we offer

  • Remote work environment with biannual in-person team events.
  • Personal learning budget, annual compensation review, and recognition rewards.
  • Comprehensive benefits including holiday leave, maternity/paternity leave, and employee assistance.
  • Opportunities for travel to meet colleagues globally.

About Canonical


Canonical is a leading tech company driving the open-source movement worldwide. As the publisher of Ubuntu, a key open-source platform for AI, IoT, and the cloud, we are transforming the industry daily. We recruit globally and uphold high standards for all team members, striving for excellence in all we do.


Canonical has embraced remote work since 2004, offering a forward-looking environment that challenges individuals to innovate, learn, and excel. Working at Canonical provides a glimpse into modern digital business practices.


Canonical is an equal opportunity employer


We promote a discrimination-free workplace, valuing diversity in experiences and backgrounds to foster a better work environment and product innovation. We welcome applications from all identities.

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