Description

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, with CSMs specializing 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.

Company Culture and Environment

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.

Career Growth and Development Opportunities

This position offers personal learning and development opportunities with a budget of USD 2,000 per year, and the chance to attend in-person team sprints twice a year.

Detailed Benefits and Perks

• 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
• Priority Pass for travel and upgrades to long-haul company events
• A global, distributed work environment with flexibility to connect with colleagues worldwide

Compensation and Benefits

• Competitive salary based on experience
• Performance-driven annual bonus
• Generous benefits package including holiday and parental leave
• Employee Assistance Program
• Learning and development budget of USD 2,000 per year
• Opportunity to attend team sprints twice a year
• Priority Pass for travel and company events

Why you should apply for this position today

Join a forward-thinking company that is reshaping the future of technology. This is your chance to be part of a team that values innovation, inclusivity, and personal growth.

Skills

• Customer-focused professional with a passion for cloud and data center technologies
• Strong communication and presentation skills, capable of discussing complex software solutions clearly
• Experience in process improvement and maintaining project timelines to ensure customer satisfaction
• Collaborative team player who interacts effectively with stakeholders at all levels
• Familiarity with agile methodologies

Responsibilities

• 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, 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 overall customer satisfaction
• Support customers by responding to ticket requests and addressing their needs proactively
• Develop campaigns that target multiple customers through digital channels

Qualifications

• At least 5 years of experience in IT with exposure to Linux OS, cloud computing, data applications, storage, networking, security, migration, and IoT
• Proven experience in project management and customer satisfaction
• Ability to communicate complex concepts clearly and effectively

Education Requirements

• Bachelor’s degree in a relevant field preferred

Education Requirements Credential Category

• Bachelor’s degree in Business, IT, or related field

Experience Requirements

• Minimum 5 years in IT or related roles, preferably in customer success or account management
• 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.

Why work in Austin, TX

Austin, TX is known for its vibrant culture, live music scene, and innovative technology community. The city offers a perfect blend of urban living and outdoor activities, making it an attractive place for both work and play. With a growing number of tech companies and startups, Austin provides ample opportunities for professional development and networking.