Enterprise Customer Success Manager (Japanese speaker)

The role of an Enterprise Customer Success Manager at Canonical

Customer success is a fairly 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. By clearly understanding their customer’s objectives, the CSM can align expectations, suggest a large range of additional services or product capacity to increase loyalty, alleviate any pain points, and help draw and deliver on an appropriate collaboration roadmap. 

We are growing our Customer Success team to continue to offer thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open-source infrastructure and applications. To provide the appropriate level of focus for every customer, in their native language and with excellent English for any internal interaction, CSMs are specialized in one of the following motions:  

• Mass - small and medium businesses starting their journey with Canonical

• Focus - strategic and Enterprise customers

• 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 (Digital), including our Store customers, through campaign management and customer requests.

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

What your day will look like

• 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 Suppor...