Customer Success Manager

Who you are

• Proven experience in a Customer Success or comparable (post)sales strategic role in the DACH enterprise market
• Based in DACH 5-10% travel
• Fluent in German and English; both are required for this role
• Comfortable engaging senior IT and business leaders, and skilled at mobilizing internal cross-functional teams
• A track record of driving retention and account growth through strong customer outcomes
• Strategic thinker with a hands-on approach and strong commercial instincts
• Knowledge of the IT infrastructure and open source markets; affinity with Kubernetes, Linux and cloud native ecosystems is a plus

What the job involves

• Customer Success at SUSE is a strategic function that owns the customer's realized value across the full lifecycle. As a CSM you guide enterprise customers from ambition to outcome: the customer drives the transformation, and you make sure they have the strategy, the enablement and the SUSE resources to succeed
• You will own a portfolio of enterprise accounts in DACH and be accountable for our three Customer Success pillars: retention, adoption and expansion. Through these, you help to positively impact SUSE's GRR and NRR, giving your work direct visibility at the heart of the business
• Shape the success strategy together with your customers. Co-create outcome-based Customer Success Plans that reflect their business objectives, and keep customer and SUSE teams aligned on shared goals through regular executive touchpoints
• Turn adoption into measurable value. Guide customers from deployment to value realization across the SUSE portfolio (Linux, Cloud Native, Edge and AI solutions), and make that value visible to their leadership in their language: resilience, sovereignty, cost of ownership, time to market
• Own retention and shape growth. Carry accountability for renewal health and gross retention across your accounts, maintain clear insights into the status of your accounts and renewals, and partner with Sales to convert value delivered into expansion
• Build trusted executive relationships. Foster management-level connections between your customers and SUSE leadership, and grow into the advisor customers involved early in their strategic decisions
• Orchestrate SUSE around the customer. Mobilize Support, Consulting, Engineering and Training & Enablement behind your customers' priorities, and keep the customer experience connected and consistent across all SUSE teams
• Bring the customer's voice inside. Translate real-time customer health and adoption insight into input for our product, services and go-to-market teams, so the portfolio evolves with the market

The application process

• Submit your resume. A recruiter will contact you if your skills match our current or any future positions

Benefits

• Company bonus: We believe that everyone makes an impact on the success of the company, so we reward our employees for our achievements as one SUSE team.​​​
• Agile Worker Policy: Unless your role requires a specific work model, we offer flexibility in how our people work - home-base, office-based or hybrid
• Flexibility: To maintain a healthy work-life balance, our people can adapt their work schedule to their personal and family needs
• Global Parental Leave: 20-week maternity leave with full salary and time off with pay for pregnancy-related appointments will be provided to pregnant SUSE people. Leave is also available to employees adopting a child or using surrogacy
• Health & well-being benefits program: We offer a well-being program designed for our people and their families. We also provide an excellent benefits plan including insurance, medical package and more, depending on the local market
• Employee referral program: Earn a financial reward or every successful referral you make – help us build a great team and get rewarded in the process
• Employee Resource Groups: Our main people networks are Women in Tech, Neurodiversity, GoGreen, Pride at SUSE and Open Source Community Citizen network. Through them our people can align to personal values, build bonds, and engage with communities of interest