Enterprise Customer Success Manager Americas

3 weeks ago

London, Greater London, United Kingdom Canonical Full time

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a key department at Canonical, aiming to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSMs) 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 customer's objectives, the CSM can align expectations, suggest a 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. To provide the appropriate level of focus for every customer, CSMs are specialized in one of the following segments:

  • 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 in the Americas region.

Responsibilities:

  • Onboard new customers and introduce them to our products and support processes
  • Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales
  • Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer's objectives
  • Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention

Requirements:

  • 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 softwares
  • Experience building and improving internal processes while maintaining timely delivery to customer-related projects

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