Graduate Customer Success Manager Coimbra

Overview

The role of a Customer Success Manager at Canonical.

Customer success is a strategic department at Canonical, aimed at 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 the best possible experience navigating Canonical's offerings. By understanding customer objectives, CSMs activate internal and external capabilities to alleviate pain points, align expectations, and help draw and deliver on a collaboration roadmap. We are growing our Customer Success team to offer thoughtful, smart, precise interactions across the product portfolio, from Ubuntu to open source infrastructure and applications. This role is a first step in the CSM organization. While you will primarily focus on the Tech segment (including store customers), you will also have an assigned portfolio. Ubuntu is chosen by thousands of new users every month, and our responsibility is to ensure the best user experience for them through
- solving, onboarding, enablement, and value realization up to success. Collaborating with other teams and participating in campaigns, you will connect with a diverse set of Canonical product users and help identify future champions.

Location

This role will be based remotely worldwide.

What your day will look like

• Strong focus on supporting customers by finding solutions to ticket requests.
• Enrich documentation about problem solving, Q&A, and onboarding materials.
• Drive campaigns targeting multiple customers through digital
  - points and activities.
• Identify
  - potential as well as
  - risk customers from newly onboarded users or customers.
• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Open
  Stack, Ceph, Kubernetes, data applications and many more.
• Collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer’s objectives.
• Engage with your portfolio of customers to ensure risk identification.
• Collect feedback from customers and format it for review by the product team.

What we are looking for in you

• Customer-facing experience.
• Empathetic individual with a natural drive to help others.
• Passion for technology, infrastructure and Ubuntu in particular is a must.
• Excellent presentation skills.
• Strong organizational skills and the ability to structure and continually update documentation.
• Team player capable of interacting with all departments internally.

Additional skills that you might also bring

• Proficiency in multiple languages is appreciated (Japanese, Korean, Spanish, Portuguese, German, French, or Italian) alongside excellent English.

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. Compensation is reviewed annually (and more often for graduates and associates) to recognize outstanding performance. In addition to base pay, we offer a
- driven annual bonus. We provide all team members with additional benefits reflecting our values. Programs are balanced to meet local needs and ensure fairness globally.

• Distributed work environment with
  - yearly
  - person team sprints — we have been remote since 2004.
• Personal learning and development budget of USD 2, 000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues from your team and others.
• Priority Pass for travel and travel upgrades for
  - haul company events.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, Canonical supports AI, Io
T, and the cloud. We recruit on a global basis and set high standards for those joining the company. Canonical has been a
- first company since its inception in 2004. Work at Canonical challenges you to think differently, work smarter, learn new skills, and raise your game.

Equal opportunity

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.