Customer Success Manager, SUSE
To bring the infinite potential of open source to the Enterprise.
Job no longer available
To bring the infinite potential of open source to the Enterprise.
1001+ employees
Job no longer available
1001+ employees
Company mission
We transform open source innovations into enterprise-grade solutions to give customers choice.
Role
Who you are
- Extensive experience in client-facing role
- Have significant experience collaborating with senior IT and business leaders as well as a variety of internal stakeholders from different departments
- Direct customer advocacy and engagement experiences in post-sales functions
- Successfully managed customer journeys and engagements to completion and customer satisfaction
- Strong presentation, communication, and cross-functional collaboration skills across all levels
- 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
- Knowledge of IT technology and an understanding of Open Source market and solutions
- Proven track record of achieving targets and goals
What the job involves
- 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 relationship
- 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
Salary benchmarks
Our take
The tech world is facing a shift and businesses are under pressure to modernise, cut costs, and stay flexible, all while dealing with increasingly complex IT demands. Many are finding that traditional software just don't offer the flexibility or value they need anymore.
This is where SUSE steps in with its open source tools that help businesses run their IT systems better. From managing cloud services to running virtual machines and containers, SUSE's software makes it easier for businesses to scale and streamline complex infrastructure, all from one central platform.
The company is making a name for itself by blending open source freedom with solid support and real results. Aussie Broadband, for example, boosted efficiency and trimmed down deployment times by switching to SUSE. With its sights now set on edge computing and AI, SUSE is showing that open source isn't just practical, but is powering the future of scalable tech.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% female employees
Company
Funding (2 rounds)
Feb 2002
$5.2m
EARLY VC
Oct 2001
$17.4m
LATE VC
Total funding: $22.6m
Company 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
Company values
- Choice
- Innovation
- Trust
- Community
Company HQ
Gare, Luxembourg, Luxembourg
Articles
Leadership
DP held executive roles, including Red Hat GM for APAC and NA, before SUSE. He's on the NUS Institute of Systems Science board and mentors women in business. DP is an open-source programming hobbyist!
Ian Halifax
(CFO)Ian has more than 30 years' experience in Senior Financial Leadership positions, including as CFO at leading global tech providers such as Trellix (McAfee Enterprise/FireEye), Riverbed Technology, Wind River Systems, Micromuse, and Macrovision.
Andy McDonald
(Chief Legal Officer)They have extensive experience in Legal Affairs and Governance in a variety of companies, including Interserve, Premier Foods plc, Uniq plc, and Spirent plc. They also worked as a Corporate Lawyer at Freshfields Bruckhaus Deringer before moving into Industry.
Lisa Sherwell
(CPO)Lisa Sherwell, CPO, is a global strategy & transformation exec with 25 years in B2B tech - led SUSE's strategy, and was GM/Sales Director at SAP/Merchants. Lisa champions people-centric leadership!
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