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- Tasks: Onboard customers and manage their experience with Canonical's products.
- Company: Canonical is a leading open-source software provider, known for Ubuntu and innovative tech solutions.
- Benefits: Enjoy remote work, annual bonuses, personal development budgets, and wellness programs.
- Why this job: Join a pioneering team that values collaboration, innovation, and customer success in a global environment.
- Qualifications: 5+ years in IT, strong customer-facing skills, and knowledge of cloud technologies required.
- Other info: Fluency in Spanish and Portuguese is a plus; embrace a diverse and inclusive workplace.
The predicted salary is between 36000 - 60000 £ per year.
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder-led, profitable, and growing.
We are hiring an Enterprise Customer Success Manager at Canonical. 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 (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 customers' 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.
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 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.
We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us!
Additional skills that you might also bring:
- Experience with Salesforce, Jira and CRMs is a big plus!
What we offer colleagues:
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 recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. 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
- 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
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. We expect excellence; in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked 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.
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.
Enterprise Customer Success Manager employer: Canonical
Contact Detail:
Canonical Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise Customer Success Manager
✨Tip Number 1
Familiarise yourself with Canonical's products, especially Ubuntu and its related services. Understanding the technical aspects and benefits of these offerings will help you engage effectively with potential customers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former employees of Canonical on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Showcase your customer-facing skills by preparing examples of how you've successfully managed client relationships in the past. Be ready to discuss specific scenarios where you resolved issues or improved customer satisfaction, as this aligns closely with the role's responsibilities.
✨Tip Number 4
Highlight any experience you have with agile methodologies and tools like Salesforce or Jira. Being able to speak to your familiarity with these processes will demonstrate your readiness to contribute to Canonical's dynamic work environment.
We think you need these skills to ace Enterprise Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, IT, and any specific technologies mentioned in the job description, such as Linux OS or cloud computing. Use keywords from the job listing to ensure your application stands out.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with Canonical's mission. Mention specific experiences that demonstrate your ability to manage customer relationships and drive product adoption.
Showcase Your Skills: Highlight your presentation skills and any experience with agile methodologies. If you have proficiency in additional languages like Spanish or Portuguese, be sure to mention this, as it is valued by the Customer Success team.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the role. This can help keep your application top of mind for the hiring team at Canonical.
How to prepare for a job interview at Canonical
✨Understand Canonical's Products
Before the interview, make sure you have a solid understanding of Canonical's offerings, especially Ubuntu and its related products. Familiarise yourself with how these products are used in enterprise environments, as this will help you discuss how you can support customers effectively.
✨Showcase Your Customer Success Experience
Be prepared to share specific examples from your past roles where you've successfully managed customer relationships. Highlight instances where you've reduced churn or facilitated product adoption, as these experiences are directly relevant to the role of an Enterprise Customer Success Manager.
✨Demonstrate Your Technical Knowledge
Given the technical nature of the role, be ready to discuss your experience with cloud computing, Linux OS, and data applications. You might be asked to explain complex concepts, so practice articulating these in a clear and concise manner.
✨Prepare for Cross-Functional Collaboration Questions
Since the role involves working closely with various teams, think of examples that demonstrate your ability to collaborate across departments. Be ready to discuss how you've navigated challenges in cross-functional projects and how you ensured alignment on objectives.
