Job Description
Role: Enterprise Customer Success Manager
Location: Remote (APAC Region)
About the Role: As an Enterprise Customer Success Manager (CSM), you will play a crucial role in ensuring the success of our customers as they explore our diverse product offerings. This role is central to building and nurturing lasting relationships with customers, helping them achieve their goals, and ensuring they get the most out of our services. As a CSM, you'll work closely with your customers to understand their needs, provide tailored guidance, and ensure a smooth journey across our portfolio, from cloud-based solutions to open-source infrastructure and applications.
The Customer Success team is growing and focused on creating thoughtful, precise interactions. To ensure we can give every customer the attention they deserve, CSMs specialize in different segments:
Mass Segment - Small to mid-sized businesses or larger organizations starting their journey with us
Focus Segment - Large companies with established annual recurring revenue (ARR)
Step Growth Segment - High-potential customers with opportunities for further growth
All CSMs also contribute to supporting other customers, including those in the Tech segment and our Store customers.
What You Will Do:
Onboard new customers, introducing them to products such as Ubuntu Pro, MAAS, OpenStack, Kubernetes, and more.
Lead and coordinate complex projects, collaborating with developers, IT managers, and decision-makers across industries.
Work with Sales, Engineering, and Support teams to create and implement customer engagement plans.
Manage a portfolio of customers in your region, identify opportunities for growth, and help mitigate renewal risks in partnership with Sales.
Conduct weekly business reviews with cross-functional teams, prioritizing blockers and driving resolution with product and engineering teams.
Advocate for customers internally, influencing product roadmaps and improving documentation, processes, and overall customer satisfaction.
Support customers by responding to ticket requests and addressing their needs proactively.
Develop campaigns that target multiple customers through digital channels.
What We Are Looking For:
A customer-focused professional with a passion for cloud and data center technologies.
At least 5 years of experience in IT, with exposure to topics such as Linux OS, cloud computing, data applications, storage, networking, security, migration, and IoT.
Strong communication and presentation skills, capable of discussing complex software solutions clearly.
Experience in process improvement and maintaining project timelines to ensure customer satisfaction.
A collaborative team player who interacts effectively with internal and external stakeholders at all levels.
Familiarity with agile methodologies.
Bonus Skills:
Experience with Salesforce, Jira, and other CRM tools is highly desirable.
Fluency in additional languages (such as Japanese, Korean, Spanish, Portuguese, German, French, or Italian) is a plus, alongside proficiency in English.
What We Offer:
Competitive salary with annual compensation reviews.
Performance-driven annual bonus.
Generous benefits package, including holiday leave, maternity and paternity leave, and an Employee Assistance Program.
Personal learning and development budget of USD 2,000 per year.
The opportunity to attend in-person team sprints twice a year.
Priority Pass for travel and upgrades to long-haul company events.
A global, distributed work environment with flexibility and the chance to connect with colleagues worldwide.
Why Join Us: We value diversity and believe in creating an inclusive work environment where everyone can thrive. Our team members come from diverse backgrounds, and we encourage applicants of all identities to apply. We offer the chance to be part of a forward-thinking company that is reshaping the future of technology.
Employment Type: Full-Time
Salary: $ 52,000.00 137,000.00 Per Year
Job Tags
Full time, Remote work, Worldwide,