Enterprise Customer Success Manager

About 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 1,200+ colleagues in 75+ countries and very few office‑based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. Role Overview We are hiring an Enterprise Customer Success Manager (Remote). Customer Success is a new strategic department at Canonical with the goal of reducing risk and churn, facilitating adoption of new products or services, and supporting expansion within existing accounts. The CSM develops trust with assigned customers, ensuring the best experience navigating Canonical’s offerings. Location Remote. 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 fulfil 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 prioritising 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. Qualifications Minimum 5 years of work experience related to IT, with exposure to projects on Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT. Excellent presentation skills with the ability to guide conversations 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, in addition to an excellent command of English, is highly appreciated. Additional Skills Experience with Salesforce, Jira and other CRMs is a big plus. Benefits Distributed work environment with twice‑yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. Recognition rewards. 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. Equal Opportunity 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. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Software Development #J-18808-Ljbffr