Enterprise Customer Success Manager

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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 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 tomer 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. CSMs 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.

• Onboard new customers and introduce them to our products and support processes. Products include:
  Ubuntu Pro, MAAS, Landscape, Open Stack, 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 to develop and deliver 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 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 touchpoints and activities.

• Minimum 5 years of work experience with a strong relation to IT and 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.
• Proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English is highly appreciated.

• Experience with Salesforce, Jira and CRMs is a big plus.

• Distributed work environment with twice‑yearly team…