Enterprise Customer Success Manager

About the role

The Enterprise Customer Success Manager will reduce risk and churn while facilitating the adoption of Canonical products and services. This role involves developing trust with assigned customers, aligning objectives, and managing a portfolio to identify growth opportunities and renewal risks. 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 and 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.
• Create campaigns targeting multiple customers through digital touch-points.

Required skills

• Japanese
• English
• Linux OS
• Cloud computing
• Networking
• Security
• Agile methodologies

Nice to have

• Salesforce
• Jira
• CRM

Qualifications

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

Benefits

• Personal learning and development budget
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Priority Pass for travel

About the Company

Canonical is a pioneering tech firm that publishes Ubuntu, a platform for AI, IoT and the cloud. The company has been a remote-first organization since 2004.