Enterprise Customer Success Manager

Job Description

Canonical is seeking an Enterprise Customer Success Manager to join their Customer Success department. This role is crucial for reducing risk and churn, facilitating the adoption of new products, and supporting expansion within existing accounts. The Customer Success Manager will develop trust with assigned customers, provide guidance through Canonical's offerings, align expectations, and suggest additional services to increase loyalty.Responsibilities:

• Onboard new customers and introduce them to products and support processes.
• Coordinate complex projects with developers, IT managers, and decision-makers.
• Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
• Manage a portfolio of customers, identify growth opportunities, and address renewal risks.
• Conduct weekly customer and business reviews with cross-functional teams.
• Serve as a customer advocate and influence product roadmaps.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points.

Requirements:

• Minimum 5 years of IT experience with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT projects.
• Excellent presentation skills.
• Experience building and improving internal processes.
• Team player with strong communication skills.
• Knowledge of agile methodologies.
• Proficiency in Spanish and Portuguese is a plus.
• Experience with Salesforce, Jira, and CRMs is a plus.

What Canonical Offers:

• Distributed work environment.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Team Member Assistance Program & Wellness Platform.
• Opportunity to travel to meet colleagues.