Enterprise Customer Success Manager

Canonical is hiring a remote Enterprise Customer Success Manager based in the United States, a strategic role focused on protecting revenue, accelerating product adoption, and deepening relationships across Canonical's enterprise customer base.

About the Role

Customer Success is a growing, strategic function at Canonical, dedicated to lowering churn and risk, smoothing the adoption of new products, and unlocking expansion within existing accounts. As an Enterprise Customer Success Manager, you will earn the trust of an assigned portfolio of customers and guide them through Canonical's broad open-source ecosystem — from Ubuntu to infrastructure and applications. By understanding each customer's goals, you will set clear expectations, recommend relevant services or additional capacity, resolve friction points, and shape a collaboration roadmap that drives loyalty. CSMs specialize by segment (Mass, Focus, or Step Growth) while also supporting unassigned and Store customers. This position is remote within the United States.

Key Responsibilities

• Onboard new customers and walk them through products and support workflows, including Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, and data applications.
• Plan and coordinate complex projects alongside developers, IT managers, and decision-makers across diverse industries.
• Partner with Sales, Field Engineering, and Support to build and execute engagement plans tied to customer objectives.
• Own a regional customer portfolio, surfacing growth opportunities and renewal risks together with Sales.
• Run a disciplined weekly customer and business review cadence with cross-functional teams, prioritizing blockers and driving them to resolution.
• Act as an internal customer advocate, influencing product roadmaps, documentation, and processes to lift satisfaction and retention.
• Handle reactive ticket requests and design digital campaigns that reach multiple customers.

Qualifications

• At least 5 years of IT-related experience touching one or more of: Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Strong presentation skills and the ability to lead conversations about sophisticated software.
• A track record of building and refining internal processes while delivering on customer projects on time.
• A collaborative team player comfortable working across departments and seniority levels.
• Familiarity with agile methodologies.
• Proficiency in Spanish and Portuguese alongside fluent English is highly valued; experience with Salesforce, Jira, and other CRMs is a plus.

About Canonical

Canonical, the publisher of Ubuntu, is a profitable, founder-led pioneer in open source and a platform for AI, IoT, and the cloud. With more than 1,200 colleagues across 75+ countries, the company has championed distributed, remote-first work since 2004, with teams gathering in person several times a year.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.