Graduate Customer Success Manager

Canonical; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading tech firm is seeking a Graduate Customer Success Manager to support customers and enhance their experience with products. This entry-level position is focused on technology and requires excellent communication and organisational skills. As a remote-first company, you will engage with a diverse client base and contribute to their success using Canonical products.

Benefits

Personal learning and development budget of USD 2,000

Annual compensation review

Maternity and paternity leave

Employee Assistance Programme

Qualifications

• Customer-facing experience is essential for this role.
• An empathetic approach is a must.
• Passion for technology, especially Ubuntu.

Responsibilities

• Support customers by finding solutions to ticket requests.
• Onboard new customers effectively.
• Collaborate with Sales and Support to ensure customer objectives.

Skills

Customer-facing experience

Empathy

Passion for technology

Presentation skills

Organisational skills

Team player

Job description

Overview

Graduate Customer Success Manager at Canonical

The role of a Customer Success Manager at Canonical is to build trust with assigned customers, reduce risk and churn, facilitate adoption of Canonical products or services, and support expansion within existing accounts. CSMs activate a wide range of internal and external capabilities to align with customer objectives and help draw and deliver on an appropriate collaboration roadmap. We are growing our Customer Success team to deliver thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is a first step in the CSM organisation. Although you will primarily focus on the Tech segment, including store customers, you will also have a portfolio assigned. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience through problem-solving, onboarding, enablement and value realisation up to success. You will collaborate with other teams, participate in campaigns, and connect with a diverse set of users of Canonical products to identify future champions.

Location: This role will be based remotely worldwide.

What your day will look like

• A strong focus on supporting customers by finding solutions to ticket requests.
• Enrich documentation about problem solving, Q&A, 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. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, 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
• An empathetic individual with a natural drive to help others
• Passion for technology, infrastructure and Ubuntu in particular is a must
• Excellent presentation skills
• Strong organisational skills, ability to structure and constantly update documentation
• A team player capable of interacting with all departments internally

Additional skills that you might also bring

• We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person - we've been working remotely 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 long haul company events

About Canonical

Canonical is a pioneering tech firm that is at the forefront of open source. As the company that publishes Ubuntu, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence and strive to be the best at what we do. Canonical has been a remote-first company since its inception in 2004. Work at Canonical challenges you to think differently, work smarter, and learn new skills.

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development