Senior Customer Success Manager

Senior Customer Success Manager

• US | Remote

At Paessler, we believe that monitoring plays a vital part in reducing humankind’s consumption of resources. Our award-winning monitoring solution, PRTG, empowers over 500,000 users worldwide to monitor and optimize their IT, OT, and IoT infrastructures. As a dynamic and growing software company headquartered in Nuremberg, Germany, we are looking for passionate individuals to join our mission of making technology more reliable, sustainable, and efficient.

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