About Canonical

Canonical is the company behind Ubuntu, the world's leading open source operating system powering enterprise innovation worldwide. As a pioneer in open source software, Canonical delivers Ubuntu and related platforms to global leaders in public cloud, data science, AI, engineering, and IoT. Our customers include top public cloud providers, silicon manufacturers, and industry giants across sectors. With over 1200 colleagues in 75+ countries, Canonical champions a remote-first, distributed collaboration model. Teams connect through 2-4 annual in-person strategy meetings in inspiring global locations. Founder-led and profitable, Canonical continues rapid growth while maintaining its commitment to open source excellence.

Role Overview

The Enterprise Customer Success Manager plays a pivotal role in Canonical's expanding Customer Success department. This strategic function focuses on minimizing churn, accelerating product adoption, and driving expansion within key accounts. As a Customer Success Manager (CSM), you'll build deep trust with assigned enterprise customers, guiding them through Canonical's extensive portfolio including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications. Specializing in segments like Mass (SMEs starting with Canonical), Focus (large ARR accounts), or Step Growth (high-potential customers), you'll align customer goals with tailored roadmaps, resolve pain points, and uncover upsell opportunities. This remote worldwide role demands expertise in IT infrastructure and a customer-centric mindset to deliver exceptional experiences.

Key Responsibilities

Your daily impact will span customer onboarding, project coordination, and strategic advocacy:

• Onboard new customers, introducing Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and advanced data applications while explaining support processes.
• Elaborate and manage complex projects engaging developers, IT managers, and C-level decision makers across industries.
• Partner with Sales, Field Engineering, and Support teams to craft and execute engagement plans meeting customer objectives.
• Oversee a geographic portfolio of customers, spotting growth opportunities and renewal risks in tandem with Sales.
• Lead disciplined weekly customer and business reviews with cross-functional teams, prioritizing blockers and pushing resolutions through product and engineering.
• Act as the internal customer voice, shaping Canonical's product roadmaps, websites, documentation, and processes for better retention.
• Handle reactive support tickets and launch targeted digital campaigns for multiple customers.

Qualifications & Requirements

Canonical seeks proven professionals with technical depth and interpersonal excellence:

• 5+ years in IT-related roles, with hands-on exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT projects.
• Outstanding presentation skills to lead discussions on sophisticated software solutions.
• Track record of designing internal processes while ensuring on-time project delivery to customers.
• Collaborative team player adept at engaging all departments and levels, internally and externally.
• Familiarity with agile methodologies.
• Bonus: Fluency in Spanish and Portuguese alongside excellent English. Experience with Salesforce, Jira, or other CRMs is highly valued.

This role suits passionate advocates of cloud and data center technologies who thrive in dynamic, remote environments.

Benefits & Perks

Canonical offers compelling rewards for top talent:

• 100% remote work from anywhere worldwide, embracing a truly global lifestyle.
• Competitive compensation reflecting tech sector standards with growth potential.
• Exclusive in-person offsites 2-4 times yearly in remarkable destinations for strategy and bonding.
• Work with cutting-edge open source technologies shaping public cloud, AI, and IoT futures.
• Profitable, founder-led stability with rapid expansion opportunities.
• Comprehensive support for professional development in a collaborative, innovative culture.

Career Growth

Joining Canonical's Customer Success team positions you at the heart of a strategic growth area. As the department scales, CSMs advance by taking on larger portfolios, leading segment initiatives, or transitioning into leadership roles. Influence product direction through customer insights, contribute to company-wide processes, and expand expertise across Canonical's portfolio. With a remote-first model spanning 75+ countries, career paths are borderless, fueled by performance and impact on Ubuntu's enterprise dominance.

Why Join Canonical

Canonical stands out for its remote-first culture, open source leadership, and role in transformative technologies. Shape the future of enterprise Linux with Ubuntu, collaborate with global experts, and enjoy work-life balance without office constraints. In a profitable company driving AI, cloud, and IoT innovations, you'll deliver measurable customer success while advancing your career in a premium, high-impact environment.

Role FAQs

Q: Is this role fully remote? Yes, home-based worldwide with no office requirement.

Q: What segments will I specialize in? Mass (SMEs), Focus (large ARR), or Step Growth (high-potential) accounts, plus business support for Tech segment.

Q: Do I need Linux experience? Strong exposure to Linux, cloud, or related IT projects is essential (5+ years).

Q: Are languages beyond English valued? Yes, Spanish and Portuguese proficiency is a strong advantage.

Q: How does Canonical support team collaboration? Through digital tools and 2-4 annual global in-person meetings.

Ready to drive enterprise success with Ubuntu? Apply now to join Canonical's global mission.