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.

Job Description

About the Role

As a Customer Success Manager (CSM) at SUSE, you will be responsible for building strong, long-term relationships with key enterprise and global customers. In this role, you will work as a trusted advisor, ensuring that customers fully realize the value of SUSE's Open Source Infrastructure solutions, including SUSE, NeuVector, and Rancher products. You will create and execute structured, tailored Customer Success Plans (CSPs), aligning with customers' strategic objectives to maximize adoption, engagement, and retention. This role also involves a deep level of collaboration with cross-functional teams such as Sales, Support, Services, and Engineering, as well as regular interactions with SUSE's Training & Enablement team, to support continuous customer growth and satisfaction. As the primary liaison between SUSE and your assigned accounts, you will be integral in helping customers achieve their goals while identifying opportunities for upselling, cross-selling, and increasing SUSE's footprint across their organizations.

Focus Area

• Develop and maintain long-term strong customer relationships, becoming a trusted advisor.
• Prepare and execute a structured Customer Success Plan (CSP).
• Translate customer strategy and needs into effective use of SUSE solutions, including SUSE/NeuVector/Rancher products and services.
• Guide customers through the value discovery of SUSE's Open Source Infrastructure solutions, covering both business and technical domains.
• Ensure smooth onboarding and provide strategic guidance on maximizing solution adoption.
• Collaborate with cross-functional teams to foster customer relationships.
• Work closely with SUSE's Account Executive to identify growth opportunities, including cross-sell and upsell.
• Collaborate with consulting, support, and services teams to ensure successful implementation and troubleshooting.
• Support SUSE Services in building a collaboration model that aligns customer needs with product capabilities.
• Regularly work with SUSE Training & Enablement to advance customer knowledge on SUSE's offerings.
• Drive customer satisfaction and product adoption, impacting metrics like Net Promoter Score (NPS).
• Proactively monitor Customer Health to gather real-time business insights.
• Schedule and lead Quarterly Business Reviews (QBRs) to assess CSP progress with customers and sales.
• Manage subscription renewals, drive upsell opportunities, and reduce customer churn.
• Provide insights to help customers maximize their SUSE and Rancher investments.
• Act as the main point of contact between SUSE and assigned global or enterprise accounts.
• Enable successful roll-out of SUSE solutions across customer organizations.
• Maintain regular communication with customers, tracking adoption trends and engagement opportunities.
• Build management-level relationships between customers and SUSE.

About You

• Experience in a CSM or Software Sales role in the region.
• Fluent English
• Significant experience collaborating with senior IT and business leaders, as well as internal cross-functional teams.
• Proven experience in post-sales customer advocacy and engagement.
• Track record of successfully managing customer journeys and engagements.
• Strategic thinking with a hands-on approach, consistently achieving high customer satisfaction and retention.
• Knowledge of IT and Open Source markets and solutions.
• Proven ability to meet targets and goals consistently.

Job

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