Enterprise Customer Success Manager

4 weeks ago

Muscat, Muscat, Oman Canonical Full time

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a strategic department at Canonical, focused on reducing risk and churn, facilitating product adoption, and supporting account expansion. Customer Success Managers (CSMs) develop trust with customers, understand their objectives, and align expectations, offering additional services to increase loyalty and draw collaborative roadmaps.

We are expanding our Customer Success team to enhance interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. CSMs specialize in segments such as:

  • Mass - SMEs or large businesses starting with Canonical
  • Focus - Large companies with established ARR
  • Step Growth - High-potential customers

All CSMs support unassigned customers through campaign management and requests, including store customers.

Location: Remote in the EMEA region.

What your day will look like
  • Onboard new customers, introduce products like Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
  • Coordinate complex projects with developers, IT managers, and decision-makers.
  • Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
  • Manage a customer portfolio, identify growth or renewal risks.
  • Lead weekly customer and business reviews, resolve blockers with cross-functional teams.
  • Advocate for customers internally, influence product roadmaps and documentation.
  • Support customers via reactive ticket requests.
  • Create campaigns targeting multiple customers through digital activities.
What we are looking for in you

The ideal candidate has excellent customer-facing skills and a passion for cloud and data center technologies. Requirements include:

  • Native French and excellent English skills.
  • Minimum 5 years in IT, with experience in Linux OS, data applications, storage, cloud, networking, security, migration, or IoT.
  • Strong presentation skills for complex software.
  • Experience improving internal processes and delivering projects on time.
  • Team player capable of interacting across departments.
  • Knowledge of agile methodologies.

Additional skills: Experience with Salesforce, Jira, and CRMs.

What we offer you

We offer competitive compensation, annual reviews, and benefits such as:

  • Remote work with biannual team sprints.
  • USD 2,000 annual learning budget.
  • Performance bonuses, recognition rewards, and holiday leave.
  • Maternity/paternity leave, Employee Assistance, travel opportunities, and travel upgrades.
About Canonical

Canonical is a leading open-source tech company, publisher of Ubuntu, and a pioneer in AI, IoT, and cloud platforms. We are a remote-first organization since 2004, committed to excellence and diversity. We are an equal opportunity employer, fostering an inclusive workplace.

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