Graduate Customer Success Manager

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The role of a Customer Success Manager at Canonical

Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services, and support expansion within existing accounts. Customer Success Managers (CSMs) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. They understand their customer's objectives and activate internal and external capabilities to address pain points, align expectations, and help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue offering thoughtful, smart, and precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is a foundational position within the CSM organization. Although the primary focus will be on the Tech segment, including store customers, you will also manage a portfolio of accounts. Ubuntu is chosen by thousands of new users each month. Our responsibility is to ensure the best user experience through problem-solving, onboarding, enablement, and value realization, leading to customer success. You will collaborate with other teams, participate in campaign efforts, connect with diverse users of Canonical products, and identify future champions.

Location : This role will be based remotely worldwide.

What your day will look like

• Supporting customers by resolving ticket requests.
• Enriching documentation on problem solving, Q&A, onboarding materials.
• Driving campaigns targeting multiple customers through digital touchpoints and activities.
• Identifying high potential and high risk customers from newly onboarded users or clients.
• Onboarding new customers and introducing them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and more.
• Collaborating with Sales and Support to develop and deliver engagement plans aligned with customer objectives.
• Engaging with your customer portfolio to identify risks.
• Collecting customer feedback and formatting it for review by the product team.

What we are looking for in you

Additional skills that you might also bring

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. Compensation is reviewed annually, with additional benefits reflecting our values and global fairness. Benefits include :

About Canonical

Canonical is a pioneering tech company leading the open source movement. As the publisher of Ubuntu, a major open source platform for AI, IoT, and cloud, we are changing the world daily. We recruit globally and uphold high standards of excellence. Since 2004, we've been a remote-first organization, encouraging innovative thinking, continuous learning, and skill development. Join us to gain a unique perspective on 21st-century digital business.

Canonical is an equal opportunity employer

We promote a workplace free from discrimination. Diversity in experience, perspectives, and backgrounds enriches our environment and our products. We welcome applications from all identities and backgrounds for fair consideration.

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