Enterprise Customer Success Manager (Japanese speaker) - Canonical

About the Role

Customer success is a strategic department at Canonical, focused on reducing churn, facilitating product adoption, and supporting expansion within existing accounts. As an Enterprise Customer Success Manager (CSM), you will build trust with customers, align expectations, and help deliver collaboration roadmaps for Canonical's portfolio, including Ubuntu, OpenStack, Kubernetes, and more.

What You Will Do

• Onboarding: Introduce new customers to products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, and Kubernetes.
• Project Coordination: Manage complex interactions with developers, IT managers, and decision-makers.
• Strategic Engagement: Collaborate with Sales, Field Engineering, and Support to deliver engagement plans that meet customer objectives.
• Portfolio Management: Identify growth opportunities and renewal risks in coordination with Sales.
• Advocacy: Serve as a customer advocate internally to influence product roadmaps, documentation, and processes.
• Operations: Run weekly business reviews, manage reactive ticket requests, and execute digital customer campaigns.

What We Are Looking For

• Language: Native Japanese proficiency and excellent command of English (both mandatory).
• Experience: Minimum 5 years of professional experience in IT, with exposure to Linux OS, data applications, storage, cloud computing, networking, security, migration, or IoT.
• Skills: Excellent presentation skills, ability to guide conversations about complex software, and experience with agile methodologies.
• Collaboration: A team player capable of interacting with all departments and levels, both internally and externally.
• Bonus: Experience with Salesforce, Jira, and CRM platforms.

What We Offer

• Distributed Environment: Remote-first culture since 2004 with twice-yearly in-person team sprints.
• Growth: Personal learning and development budget of $2,000 USD per year.
• Compensation: Competitive base pay with performance-driven annual bonuses and annual reviews.
• Benefits: Comprehensive global benefits including holiday leave, maternity/paternity leave, Employee Assistance Programme, and travel perks (Priority Pass/upgrades).

About Canonical

Canonical is the publisher of Ubuntu, the platform for AI, IoT, and the cloud. We are a remote-first company that values excellence, diversity, and the open-source movement. We provide a unique window into the world of 21st-century digital business.