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. Senior Manager - Customer Success Job Description 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 fuelled 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 Reporting to the Director of Customer Success, the Senior Manager is responsible for leading a team of Customer Success Managers (CSMs) across multiple regions. You and your team will be accountable for driving customer adoption and value realization, and ensuring customer retention and growth in line with SUSE's business objectives for your assigned geo/region. As Senior Manager, you will be responsible for developing processes, playbooks, and enablement for the overall customer success organization, and to ensure your team is properly set up for success through training, mentoring, coaching, and workload management. You will work closely with the Sales teams and leaders in your regions to achieve shared goals, and collaborate with our internal functions to improve customer experience, resolve issues, and implement needed solutions. Focus Areas Mentor, coach, and help the team: Mentor the team in developing and aligning Customer Success Plans with customer business outcomes, applying strategic thinking with business acumen. Accelerate customer adoption of SUSE solutions by driving effective team performance through focused execution. Serve as a customer advocate within SUSE, effectively influencing with empathy to drive improvements in the customer experience. Identify and nurture upsell/cross-sell opportunities, employing strong analytical reasoning and decision-making to strategically support customer expansion. Develop team resilience, demonstrating adaptable resilience by proactively managing risks and resolving challenges. Collaborate internally with: Sales leaders to achieve common targets, fostering productive internal collaboration through consistent self-awareness. Services and Support teams to maximize customer satisfaction following implementations or reactive support situations. Product and Support teams to address critical escalations swiftly and effectively. Internal leadership peers to evangelize the Customer Success model, sharing insights through continuous learnability. Lead the core unit by: Building and maintaining trusted relationships with key customer decision-makers. Defining team KPIs, developing reporting and tracking mechanisms, and driving operational performance. Building, delivering, and improving processes and enablement consistent with Customer Success strategy. Proactively supporting the team's professional growth and capability, effectively leading and developing people to enhance organizational effectiveness. About You 10+ years of experience in a client-facing role. 3+ years in a CS management or equivalent 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 the Open Source market and solutions. Proven track record of achieving targets and goals. Bonus Experience in Open-Source technologies or industries. Experience supporting mission-critical platforms. Project Management Certification (PMP, CAPM, PRINCE2, etc). Technological proficiency in cloud computing, AI, Kubernetes, or Linux environments. Customer Success certifications. Job 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 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 Choice Innovation Trust Community Welcome Welcome to your SUSE journey! We are a global leader in innovative, reliable, and enterprise-grade open source solutions. We specialise in Enterprise Linux, Kubernetes Management, and Edge solutions, collaborating with communities and making innovation possible everywhere. Choose open, choose SUSE! SUSE Values
