Graduate Customer Success Manager

About the Role

The role of a Customer Success Manager at Canonical is in a new and strategic department focused on reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSMs) develop trust with assigned customers and provide them with the best possible experience navigating Canonical's offerings. CSMs will understand customer objectives, activate internal and external capabilities to alleviate pain points, align expectations, and help draw and deliver on collaboration roadmaps. This role is a first step in the CSM organization, primarily focusing on the Tech segment, including store customers, and will be assigned a portfolio.

Key Responsibilities

• Support customers by finding solutions to ticket requests.
• Enrich documentation about problem solving, Q&A, and onboarding materials.
• Drive campaigns targeting multiple customers through digital touch-points and activities.
• Identify high potential and high-risk customers from newly onboarded users or customers.
• Onboard new customers and introduce them to our products and support processes.
• Collaborate with Sales and Support in developing and delivering engagement plans that fulfill customer objectives.
• Engage with the portfolio of customers to ensure risk identification.
• Collect feedback from customers and format it for review by the product team.

Requirements & Tech Stack

• Customer-facing experience
• An empathetic individual with a natural drive to help others.
• Passion for technology, infrastructure, and Ubuntu is a must.
• Excellent presentation skills.
• Strong organizational skills, ability to structure and constantly update documentation.
• A team player capable of interacting with all departments internally.
• Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications, and many more.

Additional Skills

• Proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, is appreciated.

Location

• This role will be based remotely worldwide.