Senior Customer Success Manager for Enterprise Clients

4 weeks ago

London, Greater London, United Kingdom Canonical Full time

Overview of the Enterprise Customer Success Manager Role at Canonical

The Customer Success department at Canonical is a pivotal and innovative team focused on minimizing risks and customer turnover, promoting the adoption of our diverse range of products and services, and fostering growth within our existing client base. As an Enterprise Customer Success Manager (CSM), you will play a crucial role in building trust with your designated clients, ensuring they have an exceptional experience as they explore Canonical's extensive offerings. By gaining a deep understanding of your clients' goals, you will be able to set clear expectations, recommend a variety of additional services or product enhancements to boost loyalty, address any challenges, and help create a collaborative roadmap for success.

Our Customer Success team is expanding to maintain our commitment to delivering thoughtful, intelligent, and precise interactions across our product suite, which includes Ubuntu and a wide array of open-source infrastructure and applications. To ensure each customer receives the attention they deserve, CSMs specialize in one of the following categories:

  • Mass - Targeting small to medium enterprises or large organizations beginning their journey with Canonical
  • Focus - Catering to large corporations with established annual recurring revenue
  • Step Growth - Focusing on a select group of high-potential clients

All CSMs also contribute to the overall business support for all other customers not yet assigned to a specific segment, including our Store clients.

Daily Responsibilities

  • Facilitate the onboarding process for new clients, introducing them to our products and support systems, which encompass offerings such as Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, and various data applications.
  • Design and manage intricate projects in collaboration with developers, IT managers, and decision-makers across different sectors.
  • Work alongside Sales, Field Engineering, and Support teams to develop and implement engagement strategies that meet client objectives.
  • Oversee a portfolio of clients within a designated geographic area, identifying opportunities for growth or potential renewal challenges in partnership with Sales.
  • Conduct regular customer and business review sessions with cross-functional teams, pinpointing and prioritizing obstacles, and driving solutions through corporate product and engineering divisions.
  • Act as an internal advocate for clients, influencing Canonical's product roadmaps, website content, documentation, processes, and personnel to enhance customer satisfaction and retention.
  • Provide support to clients through reactive ticket requests.
  • Develop campaigns aimed at multiple clients through various digital channels and activities.

Desired Qualifications

The ideal candidate will possess outstanding customer-facing abilities and a strong enthusiasm for cloud and data center infrastructure technologies. We are also seeking individuals who have:

  • At least 5 years of professional experience related to IT, with exposure to projects involving Linux OS, data applications, storage solutions, cloud computing, networking, security, migration, or IoT.
  • Exceptional presentation skills, capable of leading discussions on complex software solutions.
  • A track record of enhancing internal processes while ensuring timely delivery of customer-related projects.
  • A collaborative spirit, able to engage with all departments and levels both internally and externally.
  • Familiarity with agile methodologies.

Additional Skills That Would Be Beneficial

  • Experience with Salesforce, Jira, and other CRM systems is highly advantageous.
  • Proficiency in Spanish and Portuguese, in addition to excellent English skills, is highly valued within our Customer Success team.

What We Offer

We take into account geographical location, experience, and performance when determining compensation globally. We conduct annual reviews of compensation (and more frequently for graduates and associates) to ensure we recognize exceptional performance. Alongside base salary, we provide a performance-based annual bonus. Our team members enjoy a range of additional benefits that reflect our core values and principles, tailored to meet local needs while ensuring fairness on a global scale.

  • A distributed work environment with biannual team gatherings.
  • A personal learning and development budget.
  • Annual compensation assessments.
  • Recognition programs.
  • Paid annual leave.
  • Maternity and paternity leave.
  • Employee Assistance Program.
  • Opportunities for travel to connect with colleagues from various teams.
  • Travel perks for long-distance company events.

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