Manger, Customer Success - DACH

About Us

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.

SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.  

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

Manger, Customer Success - DACH

  

Job Description

   

Reporting to the Director, Customer Success, the CSM Manager is responsible for leading a group of Customer Success Representatives (CSRs) and Customer Success Managers (CSMs).  You will be accountable for ensuring your team achieves targets in line with SUSE business goals and objectives as they work to ensure customers realise maximum value in their SUSE investment through the Land/Adopt/Expand/Renew lifecycle.  As Manager, Customer Success, you will be responsible for ensuring your team is properly enabled for success through training and enablement, mentoring, and balanced workloads.  In conjunction with leading your team, you will also be called upon to act as CSM for a small number of named accounts.

Key Responsibilities:

• Leadership & Management:

• Lead, mentor, and develop a team of Customer Success Managers (CSMs) in the DACH region.
• Set clear performance goals, provide regular feedback, and conduct performance reviews.
• Foster a customer-centric culture within the team.

• Customer Relationship Management:

• Build and maintain strong relationships with key stakeholders within customer organisations.
• Act as a trusted advisor to customers, helping them achieve their business objectives using our software solutions.
• Oversee the customer onboarding process to ensure a smooth transition and successful implementation.

• Strategic Planning & Execution:

• Develop and execute customer success strategies tailored to the DACH region.
• Monitor customer health metrics and proactively address any issues to improve customer satisfaction and retention.
• Identify opportunities for upselling and cross-selling to drive revenue growth.

• Cross-functional Collaboration:

• Work closely with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
• Provide feedback to the Product team on customer needs and potential product enhancements.
• Collaborate with the Marketing team to develop region-specific content and campaigns.

• Reporting & Analysis:

• Track and report on key performance indicators (KPIs) related to customer success and satisfaction.
• Analyze customer feedback and usage data to identify trends and areas for improvement.
• Present regular updates to senior management on customer success initiatives and outcomes.

Requirements:

• Education & Experience:

• Fluent German/English
• Sales and/or Customer Success experience
• Experience in Team Leadership within the Tech/SW industry
• Open Source enthusiast!

Job

Revenue Generation Non-Sales

What We Offer 

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.  

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind. 

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.   

If you’re a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!