Enterprise Customer Success Manager

About the Role Canonical is seeking an Enterprise Customer Success Manager to reduce risk and churn, accelerate adoption of Canonical's products, and support expansion within existing accounts. CSMs build trust with customers, align on objectives, and guide a collaborative roadmap across Canonical’s portfolio—from Ubuntu to open-source infrastructure and applications—while operating in the customer's native language and English for internal interactions. This remote role focuses on the EMEA region and serves customers across segments: Mass (SMEs and large businesses starting their Canonical journey), Focus (large companies with established ARR), and Step Growth (high-potential accounts).

What You'll Do

• Onboard new customers and introduce them to our products and support processes. Products include Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.
• Coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support to develop and deliver 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.
• Lead a disciplined weekly customer and business review process with cross-functional teams, identify blockers, and drive resolution through product and engineering teams.
• Serve as a customer advocate internally and influence Canonical product roadmaps, websites, documentation, processes and people to improve customer satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points and activities.

What We're Looking For

• Impeccable customer-facing skills and a passion for cloud and data centre infrastructure technologies.
• Native French level required with excellent command of English.
• Ability to work remotely within the EMEA region and coordinate with cross-functional teams.