About the Company

Canonical is a pioneering technology organization driving the global shift toward open source solutions. As the publisher of Ubuntu, a pivotal open-source project and a leading platform for AI, IoT, and cloud computing, we are actively shaping the world through technological innovation. We recruit globally and maintain rigorous standards for all new team members, demanding excellence in all aspects of our work to achieve our ambitious goals.

Canonical has been a remote-first company since its establishment in 2004. Joining Canonical represents a step into the future, challenging you to embrace new perspectives, optimize your workflow, acquire new skills, and elevate your performance. Canonical offers a unique vantage point into the dynamic world of 21st-century digital business.

Canonical is committed to being an equal opportunity employer.

We are proud to cultivate a workplace free from all forms of discrimination. We believe that diverse experiences, perspectives, and backgrounds lead to a superior work environment and more innovative products. Regardless of your identity, your application will receive fair and equitable consideration.

Job Description

Canonical is seeking a highly motivated Graduate Customer Success Manager to join our expanding Customer Success department. This department plays a crucial strategic role in mitigating risk and customer attrition, facilitating the seamless adoption of new products and services, and fostering expansion within existing client accounts. Customer Success Managers (CSMs) are entrusted with cultivating strong, trusting relationships with their assigned customer base and ensuring they receive an optimal experience as they navigate Canonical’s extensive suite of offerings. By developing a comprehensive understanding of each customer’s specific goals and objectives, the CSM leverages a diverse range of internal and external resources to address challenges, align expectations, and collaboratively develop and execute a suitable roadmap for continued success.

We are strategically expanding our Customer Success team to maintain our commitment to delivering insightful, intelligent, and precise interactions across our entire product portfolio, encompassing everything from Ubuntu to open source infrastructure and a wide array of applications.

This position represents an excellent entry point into the CSM organization. While the primary focus will be on the Tech segment, including store customers, you will also manage an assigned portfolio. Ubuntu attracts thousands of new users every month, and we are committed to providing these users with the best possible experience through effective problem-solving, thorough onboarding processes, comprehensive enablement resources, and demonstrable value realization that leads to sustained success. Collaborating with diverse teams and actively participating in strategic campaign initiatives, you will connect with a broad spectrum of Canonical product users and identify future advocates for our solutions.

Location: This position is a fully remote opportunity, available worldwide.

Responsibilities

• Provide robust support to customers by efficiently resolving ticket requests and addressing their specific needs.
• Contribute to the enhancement of documentation, including problem-solving guides, frequently asked questions (Q&A), and comprehensive onboarding materials.
• Execute targeted campaigns that engage multiple customers through various digital channels and interactive activities.
• Identify both high-potential and high-risk customers from newly onboarded users or existing customer accounts.
• Onboard new customers effectively, introducing them to our diverse product offerings and support processes, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, and many other solutions.
• Collaborate closely with Sales and Support teams to develop and implement comprehensive engagement plans that align with and achieve the customer’s desired objectives.
• Proactively engage with your assigned portfolio of customers to identify and mitigate potential risks to their success.
• Collect valuable feedback from customers and format it into actionable insights for review by the product development team.

Qualifications

• Demonstrated experience in customer-facing roles.
• A naturally empathetic and helpful disposition with a strong desire to assist others.
• A genuine passion for technology, infrastructure, and, in particular, the Ubuntu ecosystem.
• Excellent presentation and communication skills.
• Strong organizational skills and the ability to structure and maintain well-organized documentation.
• A collaborative team player with the ability to effectively interact with various internal departments.

Skills

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Other Information

Canonical recognizes that compensation is multifaceted. We consider geographical location, experience, and performance in determining competitive compensation packages worldwide. Compensation is reviewed annually (and more frequently for graduates and associates) to ensure that exceptional performance is appropriately rewarded. In addition to a competitive base salary, we offer a performance-driven annual bonus. All team members receive a comprehensive benefits package designed to reflect our core values and ideals, balanced to meet local requirements and ensure global fairness.

* Distributed work environment supported by twice-yearly in-person team sprints; Canonical has operated as a remote-first company since 2004.
* Personal learning and development budget of USD 2,000 per year.
* Annual compensation review process.
* Recognition and rewards program.
* Generous annual holiday leave.
* Maternity and paternity leave benefits.
* Employee Assistance Programme (EAP).
* Opportunities for travel to meet colleagues from your team and other departments in new locations.
* Priority Pass for travel and travel upgrades for long-haul company events.

The Customer Success team highly values multilingual capabilities. If you possess fluency (both written and spoken) in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, in addition to excellent English proficiency, we encourage you to highlight this in your application.

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