Customer Success Manager

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.

Customer Success Manager

Job Description

Objective of the Role

A Customer Success Manager II at SUSE is a senior resource that engages with global and enterprise customers to drive SUSE adoption and demonstrate ongoing value. You are responsible for the complete post-sales lifecycle and need to maximize the success of our customers and have the responsibility to coordinate all Customer Success activities (Onboarding, Adoption, Consumption and Retention) resulting in securing and expanding the SUSE footprint in customers' environment. The CSM supports customers in their journey to create value out of their investments returning into (over)achieving their objectives and desired business outcomes.

Focus Area

• Develop and maintain long-term strong customer relationships and be a trusted advisor to them.
• Prepare and execute a Customer Success Plan (CSP) based on a structured programmatic approach.
• Translate customer strategy and needs into usage of SUSE’s solutions (i.e., SUSE and Rancher products and services).
• Guide customers in their journey to discover full value out of SUSE’s Open Source Infrastructure solutions whilst covering both business and technical domains.
• Ensure that the customer experiences an easy onboarding process of our solutions as well as to provide strategic guidance on how customers can maximize the adoption and usage of our solutions to their benefit.
• Collaboration with cross functional groups across the organization to further develop customer relationships.
• Collaborate very closely with SUSE’s Account Executive to ensure growth and increased footprint including the identification of cross- and upsell opportunities.
• Collaborate with consulting, support, and service team to maximize customer satisfaction by for example ensuring products & solutions are smoothly implemented, deployed and support tickets solved effectively.
• Support SUSE Services team to establish a collaboration model between customer and engineering to create a closed loop between product capabilities and customer needs.
• Regular collaboration with the SUSE Training & Enablement team to develop advanced competence of customers about SUSE’s portfolio.
• Influence lifetime value through higher product adoption, customer satisfaction and overall Net Promoter Score (when it becomes measurable).
• Pro-active Customer Health monitoring and gaining real-time business insights.
• Schedule and lead QBR’s in which overall progress / status of CSP is reviewed and measured (using pre-defined metrics and KPI’s) in close collaboration with customers and sales.
• Take full responsibility to secure subscription renewals, increase renewal rates, drive upsell and reduce churn.
• Provide insights to customers to ensure that they get the most out of their investments into SUSE and Rancher products and services with the aim of helping grow our customer base.
• Being the main point of contact between SUSE and several named global and/or enterprise accounts. This will be in support of an AE where one has been assigned to the account.
• Enable successful roll-out of SUSE to customer employees, including sharing and developing relevant assets, brainstorming ideas, and attending launches virtually or in person.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Establish management level relationships between customers and SUSE.
  
  

About You

• 5+ years’ experience in client-facing role, 3+ of those years with enterprise exposure
• Have significant experience collaborating with senior IT and business leaders as well as a variety of internal stakeholders from different departments.
• Experience navigating and negotiating with other BU’s to achieve business outcomes for customers.
• Experience and proficiency in preparing and conducting customer presentations for both end-users and senior executives.
• Previous experience managing projects or customer initiatives (E2E or mid-stream), either internally or for external customers.
• Knowledge and/or basic proficiency of Enterprise IT technology.
• Data-driven, with experience extracting data and metrics and turning them into tangible insights for customers.
• Direct customer advocacy and engagement experiences in post-sales functions.
• Successfully managed customer journeys and engagements to completion and customer satisfaction.
• Excellent analytical and problem-solving skills.
• Demonstrate success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention.
• Bachelor’s Degree in a related field or equivalent combination of education, training, and experience.
• Proven track record of achieving targets and goals.
  
  

Bonus

• Experience in Open-Source technology industries
• PM experience
• Technological proficiency in Linux, cloud computing or kubernetes
• Experience using CSM CRM’s (Gainsight, Totango, etc.)
  
  

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! 

We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.  

Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.

SUSE Values

• We are passionate about customers 
• We are respectful and inclusive 
• We are empowered and accountable  
• We are trustworthy and act with integrity 
• We are collaborative 
• We are SUSE! 
  
  

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