Customer Success Manager, Fleet

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. Enterprise Customer Success Manager at Canonical Customer success is a new and strategic department at Canonical, with the objective of reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. By clearly understanding their customers' objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap. We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open‐source infrastructure and applications. Mass – SMEs or large businesses starting their journey with Canonical Focus – Large companies with established ARR Step Growth – a selection of high‐potential customers All CSMs contribute to business support at the company level for all remaining, not‐yet‐assigned customers (Tech segment), including our Store customers. Location This role will be based remotely. What your day will look like Onboard new customers and introduce them to our products and support processes. Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more. Elaborate and coordinate complex projects in interaction with developers, IT managers and decision makers from various industries. Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer's objectives. Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales. Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention. Supporting customers through reactive ticket requests. Create campaigns targeting multiple customers through digital touch‐points and activities. What we are looking for in you Minimum 5 years of work experience with a strong relation to IT and with exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT. Excellent presentation skills with the ability to guide a conversation about complex software. Experience building and improving internal processes while maintaining timely delivery to customer‐related projects. Knowledge of agile methodologies. We at the Customer Success team strongly appreciate various languages Therefore, if you possess proficiency (both written and spoken) in Spanish and Portuguese alongside an excellent command of English, please inform us Additional skills that you might also bring Experience with Salesforce, Jira and CRMs is a big plus We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance. In addition to base pay, we offer a performance‐driven annual bonus or commission. Distributed work environment with twice‐yearly team sprints in person 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 new locations to meet colleagues Priority Pass and travel upgrades for long‐haul company events About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‐source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. Most colleagues at Canonical have worked from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.