Enterprise Customer Success Manager APAC
2 days ago
The role of an Enterprise Customer Success Manager at Canonical
Customer success is a strategic department at Canonical, aimed at reducing risk and churn, facilitating new product adoption, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with their customers and ensure they have a positive experience with Canonical's offerings. By understanding customer objectives, CSMs can align expectations, suggest additional services, and help create and execute collaboration roadmaps.
We are expanding our Customer Success team to provide thoughtful, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. 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 - High-potential customers
All CSMs also support other customers not yet assigned, including Store customers.
Location: This role is remote in the APAC region.
What your day will look like- Onboard new customers and introduce them to our products and support processes, including Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and data applications.
- Coordinate complex projects with developers, IT managers, and decision-makers across industries.
- Collaborate with Sales, Field Engineering, and Support to develop engagement plans aligned with customer goals.
- Manage a customer portfolio within a specific region, identifying growth opportunities and renewal risks in coordination with Sales.
- Lead weekly customer and business reviews with cross-functional teams to identify and resolve blockers.
- Advocate for customers internally and influence product roadmaps, documentation, and processes to enhance satisfaction and retention.
- Support customers through reactive ticket resolution.
- Create campaigns targeting multiple customers via digital channels.
The ideal candidate will have excellent customer-facing skills and a passion for cloud and data center technologies. We also seek:
- At least 5 years of relevant IT experience, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
- Strong presentation skills capable of discussing complex software solutions.
- Experience in process improvement and timely project delivery.
- Team player with the ability to interact across departments and levels.
- Knowledge of agile methodologies.
- Experience with Salesforce, Jira, and CRMs is a plus.
- Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside English.
Our compensation is based on location, experience, and performance, with annual reviews and performance bonuses. Benefits include:
- Remote work with biannual in-person team sprints
- USD 2,000 annual learning and development budget
- Annual pay review and recognition rewards
- Generous leave policies, including maternity and paternity leave
- Employee Assistance Programme
- Travel opportunities and upgrades for company events
Canonical is a leading open-source technology company, publisher of Ubuntu, and a pioneer in AI, IoT, and cloud platforms. We operate globally with high standards for hiring. Since 2004, we have been a remote-first company, encouraging innovative thinking and continuous learning.
Canonical is an equal opportunity employerWe value diversity and are committed to creating an inclusive environment, providing fair consideration to all applicants regardless of background or identity.
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