Graduate Customer Success Manager

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

Job summary

A leading technology firm is seeking a Graduate Customer Success Manager to enhance customer interactions and support product adoption. This role focuses on solving customer issues and improving onboarding processes. The ideal candidate is empathetic, has strong communication skills, and is passionate about technology and Ubuntu. This position is fully remote and offers an opportunity to work with diverse teams globally.

Benefits

Personal learning budget

Annual compensation review

Recognition rewards

Maternity and paternity leave

Employee Assistance Programme

Opportunity for travel

Qualifications

• Experience in customer-oriented roles is preferred.
• Demonstrated ability to help others effectively.
• Strong understanding of Ubuntu and infrastructure.

Responsibilities

• Support customers by finding solutions to their requests.
• Enhance documentation for problem-solving and onboarding.
• Engage with customers to drive campaign success.

Skills

Customer-facing experience

Empathy

Passion for technology

Excellent presentation skills

Strong organizational skills

Team player

Job description

Overview

Join to apply for the Graduate Customer Success Manager role at Canonical.

This role is part of Canonical's Customer Success team, focusing 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 the best possible experience navigating Canonical's offerings. By understanding customer objectives, the CSM activates 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 our product portfolio, from Ubuntu to open source infrastructure and applications. This role is a first step in the CSM organization. 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 for them through problem-solving, onboarding, enablement and value realization all the way to success. Collaborating with other teams and participating in campaign efforts, you will connect with a diverse set of users of Canonical products and identify our 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 as well as 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 them 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 the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, 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 - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

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.