Enterprise Customer Success Manager (Japanese Speaker)

About the role

Canonical is expanding its Customer Success team, which aims to reduce risk and churn, help customers adopt new products and support expansion within existing accounts. This Enterprise Customer Success Manager role is remote, based in the APAC region, and requires native Japanese with excellent English. The manager works with strategic and enterprise customers, coordinating complex projects and managing a portfolio of customers in a specific geographic region.

Key responsibilities

• Onboard new customers and introduce them to products such as Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes and data applications.
• Coordinate complex projects with developers, IT managers and decision makers.
• Work with Sales, Field Engineering and Support to develop and deliver engagement plans.
• Manage a customer portfolio in a region, identifying growth opportunities and renewal risks with Sales.
• Run weekly customer and business reviews with cross-functional teams, prioritizing blockers and driving resolution.
• Advocate for customers internally and influence product roadmaps, websites, documentation and processes.
• Support customers through reactive ticket requests and run digital campaigns targeting multiple customers.

Required profile

• Native Japanese and excellent command of English, both mandatory.
• At least 5 years of work experience with a strong IT background, including projects in Linux OS, data applications, storage, cloud computing, networking, security, migration, IoT or similar.
• Excellent presentation skills and the ability to explain complex software.
• Experience improving internal processes while keeping customer projects on time.
• Team player able to interact with all departments and levels, internally and externally.

Required skills

• Knowledge of agile methodologies.
• Nice to have: experience with Salesforce, Jira and other CRMs.

What we offer

• Distributed work environment with twice-yearly in-person team sprints.
• Learning and development budget of USD 2,000 per year.
• Annual compensation review and recognition rewards.
• Annual holiday leave, maternity and paternity leave, and Employee Assistance Programme.
• Travel opportunities to meet colleagues and Priority Pass for travel and upgrades on long-haul company events.