Enterprise Customer Success Manager

About the role

The Enterprise Customer Success Manager will focus on reducing risk and churn while facilitating the adoption of products and services for assigned customers. This role involves developing trust, aligning customer objectives with Canonical's offerings, and managing engagement plans to increase loyalty and expansion. The CSM will act as a customer advocate internally to influence product roadmaps and improve overall customer satisfaction.

Responsibilities

• Onboard new customers and introduce them to products and support processes.
• Coordinate complex projects in interaction with developers, IT managers, and decision makers.
• Collaborate with Sales, Field Engineering, and Support to develop and deliver engagement plans.
• Manage a portfolio of customers to identify growth opportunities or renewal risks.
• Run a disciplined, weekly customer and business review process with cross-functional teams.
• Serve as a customer advocate internally to influence product roadmaps, documentation, and processes.
• Support customers through reactive ticket requests and create digital campaigns.

Required skills

• Japanese
• English
• Linux OS
• Cloud computing
• Data applications
• Storage
• Networking
• Security
• Migration
• IoT
• Agile methodologies

Nice to have

• Salesforce
• Jira
• CRM

Qualifications

• Minimum 5 years of work experience with a strong background in IT

Benefits

• Performance-driven annual bonus
• Personal learning and development budget
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Travel opportunities
• Priority Pass for travel

About the Company

Canonical is a pioneering tech firm at the forefront of the global move to open source and the publisher of Ubuntu. The company has been a remote-first organization since 2004 and focuses on AI, IoT, and cloud platforms.