Graduate Customer Success Manager

Role of a Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, aiming to reduce risk and churn, facilitate product adoption, and support expansion within existing accounts. Customer Success Managers (CSMs) develop trust with customers, providing excellent experiences across Canonical\’s offerings. They understand customer objectives to activate capabilities that address pain points, align expectations, and craft collaboration roadmaps.

We are expanding our Customer Success team to enhance interactions across our product portfolio, including Ubuntu, open source infrastructure, and applications. This role is an entry point in the CSM organization, primarily focusing on the Tech segment and store customers, with an assigned portfolio. Given Ubuntu\’s popularity among new users, our goal is to ensure optimal user experience through problem-solving, onboarding, enablement, and value realization, ultimately leading to customer success. Collaboration with other teams and participation in campaigns will help identify future champions among our diverse user base.

Location

This role is remote and open worldwide.

Daily Responsibilities

1. Support customers by resolving ticket requests.
2. Enrich documentation related to problem solving, Q&A, and onboarding materials.
3. Drive customer campaigns via digital touchpoints and activities.
4. Identify high potential and high risk customers, especially among newly onboarded users.
5. Onboard new customers, introducing them to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
6. Collaborate with Sales and Support to develop and execute engagement plans aligned with customer objectives.
7. Engage with your customer portfolio to identify risks.
8. Gather customer feedback for review by the product team.

Desired Skills and Experience

• Experience in customer-facing roles.
• Empathetic nature with a drive to assist others.
• Passion for technology, especially Ubuntu and infrastructure.
• Excellent presentation skills.
• Strong organizational skills with the ability to maintain and update documentation.
• Team player capable of cross-departmental interaction.

Additional Skills

Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside excellent English skills, is highly valued.

What We Offer

Our compensation considers location, experience, and performance, with annual reviews and bonuses. Benefits include:

• Remote work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary reviews and recognition rewards.
• Paid holiday, maternity, and paternity leave.
• Employee Assistance Programme.
• Travel opportunities to meet colleagues.
• Travel upgrades for company events.

About Canonical

Canonical is a leader in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. Since 2004, we have embraced a remote-first culture, encouraging innovative thinking, skill development, and excellence. We are committed to diversity and equal opportunity in our hiring practices.

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