Graduate Customer Success Manager

Job Overview

The role of a Customer Success Manager at Canonical Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering.

Through a clear understanding of their customer’s objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, as well as help draw and deliver on an appropriate collaboration roadmap. We are growing our Customer Success team to continue offering 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 the 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 realisation 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.

Responsibilities

• 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
• 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

Requirements & Qualifications

• Customer-facing experience
• An empathetic individual with a natural drive to help others
• Passion for technology, infrastructure and Ubuntu
• Excellent presentation skills
• Strong organizational skills, ability to structure and constantly update documentation
• A team player capable of interacting with all departments internally