Job Description
Customer Success is a rapidly growing and strategic department focused on minimizing risk and churn, facilitating the adoption of new products, and supporting expansion within existing accounts. As a Customer Success Manager (CSM), you'll be dedicated to building trust with your customers and providing them with a seamless experience as they navigate a broad range of products and services. You'll work closely with your customers to understand their goals, activate internal and external resources, and create tailored solutions to address their needs.
We're expanding our Customer Success team to ensure we continue delivering personalized, effective, and efficient support across a diverse product portfolio, including Ubuntu, open-source infrastructure, and applications.
About the Role
This position serves as an entry-level role in the Customer Success Management team, with a primary focus on the tech segment, including store customers. Ubuntu is chosen by thousands of new users every month, and your role will be to ensure they have the best possible experience. You will contribute to their success through problem-solving, onboarding, enablement, and value realization. You'll collaborate with multiple teams and engage with users from different backgrounds to help identify and nurture future champions of the product.
Responsibilities
Provide support to customers by helping solve ticket requests and issues.
Contribute to the creation of problem-solving documentation, FAQs, and onboarding materials.
Drive campaigns and engage multiple customers through various digital touchpoints and activities.
Identify both high-potential and at-risk customers, particularly among newly onboarded users.
Guide new customers through the onboarding process, ensuring they are introduced to the product suite and support system.
Collaborate with the Sales and Support teams to develop engagement plans tailored to customer objectives.
Engage with your customer portfolio to identify potential risks and areas of improvement.
Gather and relay customer feedback to the product team to help improve offerings.
What We're Looking For
Experience in a customer-facing role, with a strong passion for helping others.
A natural empathy and drive to support customers in achieving success.
A genuine passion for technology, particularly infrastructure solutions and Ubuntu.
Excellent presentation skills and the ability to communicate clearly and confidently.
Strong organizational skills with the ability to create and maintain well-structured documentation.
A collaborative team player who works well across all departments.
Additional Skills (Nice to Have)
Proficiency in languages such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian, along with a high level of English, is highly appreciated!
What We Offer
Competitive compensation based on location, experience, and performance, with annual reviews.
Performance-driven annual bonus.
Comprehensive benefits, including annual learning and development budget of $2,000.
Distributed work environment with in-person team sprints twice a year (since 2004!).
Recognition rewards and annual holiday leave.
Maternity and paternity leave.
Employee Assistance Program for personal and professional support.
Travel opportunities to meet colleagues and attend team events.
Priority Pass for travel upgrades at company events.
About Us
We are a global leader in open-source technology, creating innovative solutions that power the future of AI, IoT, and the cloud. Our products have a global impact, and our team members play a crucial role in driving progress. We're a remote-first company, giving you the flexibility to work from anywhere while being part of a diverse, forward-thinking team.
Commitment to Diversity
We are committed to providing a workplace free from discrimination, where diverse experiences and perspectives are valued. All applications will be considered fairly, regardless of identity or background.
Employment Type: Full-Time
Salary: $ 95,000.00 150,000.00 Per Year
Job Tags
Full time, Remote work,