What are the responsibilities and job description for the Customer Success Manager, Southeast position at SUSE?

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, Southeast

Job Description

CS at SUSE

Customer Success at SUSE is a dynamic, high-impact organization, integral to the company's global retention and growth strategy. Focused exclusively on SUSE's most strategic and high-value customers, we ensure they maximize the value of their investment and achieve exceptional business outcomes.

Our approach is built on three core pillars :

Adopt : We empower customers to fully leverage SUSE's innovative solutions, driving adoption and delivering immediate and ongoing value.
Retain : As trusted advisors, we focus on building relationships driven by tangible results, ensuring customers renew and see SUSE as a long-term partner in their success.
Expand : By uncovering new opportunities, we help customers realize the full potential of their environment while driving incremental growth for SUSE.

We are customer advocates, bridging gaps at all levels-resolving challenges, highlighting opportunities, and delivering actionable insights into customer health and usage. This proven approach has fueled SUSE's explosive growth, solidifying our role as a global organization delivering measurable, impactful results.

By joining Customer Success at SUSE, you become part of a team that thrives on building meaningful relationships, achieving quantifiable results, and shaping the future of SUSE's most strategic accounts.

Objective of the Role

The Customer Success Manager I (CSM I) at SUSE is an individual contributor responsible for managing post-sales engagements with customers, ensuring they achieve value from SUSE's solutions. You will focus on driving customer success through onboarding, adoption, consumption, and retention activities, while building a foundation of trusted relationships. As a CSM I, you will help customers achieve their business objectives and desired outcomes, contributing to SUSE's growth and success.

Focus Areas

Build and maintain strong, trusted relationships with customer stakeholders, acting as a reliable point of contact.

Support the preparation and execution of Customer Success Plans (CSPs) that align with customer goals and SUSE's offerings.

Guide customers in discovering the value of SUSE's Open Source solutions while addressing both business and technical needs.

Facilitate a smooth onboarding process and support customers in adopting and using SUSE solutions effectively.

Collaborate with cross-functional teams, including consulting, support, and services, to resolve issues and ensure customer satisfaction.

Work closely with Account Executives to identify opportunities for growth, including cross-sell and upsell initiatives.

Conduct regular check-ins and contribute to Quarterly Success Reviews (QSRs) to measure progress and align on objectives.

Monitor customer health and provide insights to drive adoption, satisfaction, and retention.

Support SUSE Training & Enablement in delivering training resources that increase customer competency.

Contribute to subscription renewals by ensuring efficient handoff and collaboration with ISR's responsible for renewals, communicating risks and opportunities, ultimately reducing churn risks.

Maintain regular communication with customers to share adoption trends, sentiment, and opportunities for engagement.

Collaborate with SUSE Services to address customer needs and ensure alignment with product capabilities.

About You

2-4 years of experience in a client-facing role involving account management, preferably in a post-sales function with enterprise customers.

Proven ability to build relationships and collaborate with customers, as well as internal teams.

Basic knowledge or exposure to IT technologies and an interest in Open Source solutions.

Strong communication and presentation skills, with the ability to engage both technical and non-technical audiences.

Analytical and problem-solving skills, with an ability to derive insights from data.

Bachelor's degree in a related field or equivalent combination of education, training, and experience.

Demonstrated ability to meet business goals and contribute to customer satisfaction.

Bonus

Experience in open-source technologies or industries.

Exposure to cloud-native, Kubernetes, or Linux technologies.

Familiarity with Customer Success platforms like Gainsight or Totango.

Interest in pursuing Customer Success or project management certifications.

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 A pply 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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