Senior Customer Success Manager (all genders)

Stellenbeschreibung:

Senior Customer Success Manager (all genders)

Join to apply for the Senior Customer Success Manager (all genders) role at Paessler GmbH

We are building our first dedicated Customer Success function, and this role is at the center of that mission. You will work with Paessler’s most strategic, highest-value customers - many of whom operate complex environments with global reach. This role is part relationship manager, part consultant, part strategist, and part builder.

You’ll develop what “high-touch” customer success looks like here, while helping define best practices, playbooks, and processes that the team will scale over time. You’ll partner closely with Sales, Renewals, Product, and Support to ensure our largest customers see deep value from PRTG and are set up for long‑term success.

YOUR TASKS

Own customer relationships for Paessler’s top accounts in your region
Lead strategic onboarding, expansion planning, product adoption initiatives, and periodic business reviews
Build adoption playbooks and standardized success motions that can scale across teams and regions
Identify risk, create remediation plans, and coordinate cross‑functional execution to drive customer outcomes
Surface upsell and expansion opportunities aligned with customer goals and hand them to Sales as qualified leads
Collaborate with Product by providing structured feedback, usage insights, and customer perspective for roadmap planning
Work closely with Renewals to ensure commercial alignment and predictable renewal cycles
Lead strategic conversations with senior IT decision‑makers to help them align PRTG usage to their organizational goals

YOUR PROFILE

5+ years of experience in Customer Success or account management within a SaaS environment
Prior experience working with enterprise or strategic accounts (IT/OT/Network Monitoring experience preferred but not required)
Ability to build trusting, long‑term relationships with technical and business stakeholders
Strong communication and facilitation skills - capable of leading executive‑level discussions
A builder’s mindset - comfortable crafting processes, templates, and success plans from scratch
Data‑driven approach to customer health, adoption metrics, and risk identification
Familiarity with cloud, networking, or monitoring technologies is a plus

FACTS FOR YOU

Work 100% remotely
Health insurance at no cost for employees
Wide range of training and personal development opportunities
A structured onboarding phase with support from experienced colleagues
Influence the foundation and direction of Paessler’s Customer Success strategy as a founding team member

DIVERSITY AND INCLUSION

For us, diversity is more than just a word — it's a commitment. Our job posts are geared towards all people, regardless of their gender, sexual orientation, background, faith, or physical abilities. We value diversity and strive to create a work environment that prioritizes equal opportunities and inclusion. In line with this objective, please note that candidates with severe disabilities will be given preferential consideration over applicants with equal qualifications. At Paessler, we're determined to break down barriers and provide everyone with the chance to develop their full potential. Please feel free to let us know if you believe there are ways we can improve the wording of our jobs posts or our overall recruitment approach. Let's work together to create a more colorful and inclusive corporate culture!