Overview

Enterprise Customer Success Manager (French speaker) at Canonical. The role focuses on reducing risk and churn, facilitating the adoption of new products or services, and supporting expansion within existing accounts. Customer Success Managers (CSM) develop trust with their assigned customers and provide the best possible experience navigating Canonical\'s offerings. By understanding customer objectives, the CSM aligns expectations, suggests services or product capacity to increase loyalty, addresses pain points, and helps draw and deliver on an appropriate 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. To provide appropriate focus for every customer, CSMs are specialized in one of the following segments:

• Mass - SMEs or large businesses starting their journey with Canonical
• Focus - Large companies with established ARR
• Step Growth - a selection of high-potential customers

All CSMs contribute to business support at the company level for all remaining, not-yet-assigned customers (Tech segment), including our Store customers, through campaign management and customer requests.

Location: This role will be based remotely in the EMEA region.

Responsibilities

• 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.
• Coordinate complex projects in interaction with developers, IT managers and decision makers from various industries.
• Collaborate with Sales, Field Engineering and Support in developing and delivering engagement plans that fulfill the customer\'s objectives.
• Manage a portfolio of customers in a specific geographic region and identify growth opportunities or renewal risks in coordination with Sales.
• Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams
• Serve as a customer advocate internally and influence Canonical products roadmaps, Canonical websites, documentation, processes and people to improve customer satisfaction and retention.
• Support customers through reactive ticket requests.
• Create campaigns targeting multiple customers through digital touch-points and activities.

What we are looking for in you

• Native French level required with excellent command of English
• Minimum 5 years of work experience with a strong background in IT and with exposure to projects related to at least one of these topics: Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT
• Excellent presentation skills with the ability to guide a conversation about complex software
• Experience building and improving internal processes while maintaining timely delivery to customer-related projects
• A true team player capable of interacting with all departments and at all levels, both internally and externally
• Knowledge of agile methodologies

Additional Skills That You Might Also Bring

• Experience with Salesforce, Jira and CRMs

What we offer you

• 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 at the forefront of the global move to open source. As the company that publishes Ubuntu, a key open source project and the platform for AI, IoT and the cloud, we are changing the world daily. We recruit on a global basis and set a high standard for people joining the company. We expect excellence to succeed.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, challenging you to think differently, work smarter, 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.