About this role.
Canonical is seeking a graduate-level Customer Success Manager to support technology customers using Ubuntu and open-source infrastructure products. The role centers on resolving ticket-related issues, onboarding users, creating enablement materials, identifying account risks and opportunities, and coordinating engagement plans with Sales and Support. The successful candidate will combine empathy and customer-facing ability with a strong interest in Linux, cloud infrastructure, and technical products. This is a remote, globally distributed role requiring organized documentation practices, clear presentations, and effective cross-functional collaboration. Additional language proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian is valued.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first learn the customer's goals, environment, technical stakeholders, and expected outcomes. Then I would provide a structured introduction to the relevant products, support channels, documentation, key milestones, and success measures, while scheduling follow-ups to confirm adoption and address blockers.
I would acknowledge the request promptly, clarify the business impact and technical context, and set realistic expectations for next steps. I would use documentation and internal experts to investigate, keep the customer updated at agreed intervals, and record the final resolution so it can help future users and teams.
I would look for declining product usage, unresolved or repeated support issues, low engagement with onboarding, missed milestones, negative feedback, and changes in stakeholder participation. I would validate those signals through direct outreach and create a targeted engagement plan with the appropriate internal teams.
I would summarize the feedback clearly, separating the customer problem, use case, impact, frequency, current workaround, and requested outcome. I would avoid presenting isolated opinions as universal needs and would include supporting examples or trends when available.
I would prioritize based on customer impact, urgency, contractual or service commitments, account risk, and deadlines. I would maintain a documented task system, communicate early when timelines may shift, and coordinate with Support and Sales to ensure important customer issues have clear owners and next actions.
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.
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.
#LI-remote
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
