Enterprise Customer Success Manager

About the Role Canonical is hiring an Enterprise Customer Success Manager to join a new and strategic Customer Success department. The CSM will build trust with assigned customers, understand their objectives, and help them navigate Canonical's broad offering—from Ubuntu to open-source infrastructure and applications—while reducing risk, minimizing churn, and supporting account expansion.

What You'll Do

• Onboard new customers and introduce them to Canonical products and support processes, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
• Elaborate and coordinate complex projects in collaboration with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support to develop and deliver engagement plans that align with customer objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Run a disciplined weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through product and engineering teams.
• Contribute to company-wide business support for all remaining, not-yet-assigned customers (Tech segment), including Store customers.
• The CSMs are specialized in one of the following segments to provide appropriate focus: Mass, Focus, Step Growth.

What We're Looking For

• Experience in customer success or account management with ability to onboard customers and drive adoption across Canonical's portfolio (Ubuntu to open-source infrastructure and applications).
• Strong cross-functional collaboration skills with Sales, Field Engineering and Support to develop engagement plans and achieve customer objectives.
• Ability to manage a portfolio of customers in a region and identify growth opportunities or renewal risks in coordination with Sales.
• Experience running weekly customer and business reviews with cross-functional teams, identifying blockers, and driving resolution through product and engineering.
• Comfort working in a globally distributed, remote environment.
• Familiarity with Canonical products such as Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes is a plus.