Digital Customer Success Manager

Digital 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.

As the very first Digital Success Manager at Paessler, you’ll shape what digital customer success looks like for the next decade. We are looking for someone who thrives on building scalable programs, enjoys tinkering with lifecycle automation, and sees patterns and opportunities in customer behavior. This role sits at the intersection of data, customer psychology, and product-driven engagement and has the mandate to bring structure, creativity, and repeatability to how 30,000+ customers experience PRTG.

In this role, you’ll build and launch the programs that accelerate onboarding, improve adoption, and surface customer sentiment. You’ll partner closely with Support, Renewals, Product, and Engineering to define digital playbooks that strengthen customer health at scale while measuring what works and iterating fast.

YOUR TASKS

• Design, build and launch Paessler’s first digital customer success practice.
• Lead the rollout of customer sentiment tracking, including NPS, CES, and lifecycle touchpoints (leveraging tools like HubSpot and Outreach as needed).
• Develop automated onboarding journeys that drive time-to-value for tens of thousands of customers globally.
• Build risk intervention programs triggered by usage data, adoption metrics, or health score movements.
• Partner with Business Intelligence & Product teams to analyze trends, segment customers, and uncover insights that shape future plays.
• Collaborate with Customer Success Leadership to define KPIs and dashboards measuring adoption, engagement, health, and retention.
• Improve customer education by connecting digital flows with enablement assets, learning paths, and in-app guidance.
• Experiment, test, iterate - find what works and bring it to scale.

YOUR PROFILE

• 3+ years in Customer Success, Digital CS, Program Management, Lifecycle Marketing, CS Ops, or similar roles in SaaS
• Strong analytical and systems-thinking mindset
• You’re comfortable turning signals into strategy
• Hands-on experience with automation tools (HubSpot, Outreach, Salesforce or similar).
• Excited by the idea of building something from scratch rather than managing something pre-built
• Strong communicator who can translate technical signals into customer-facing interventions
• Comfortable with experimentation, iteration, and learning quickly
• Passionate about improving the customer experience with scalable methods

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
• Meaningful work building the digital foundation for Paessler’s next growth phase