Enterprise customer success manager

Enterprise Customer Success Manager (all genders)

• Poland I Remote

As an Enterprise Renewals Manager (all genders), you will be responsible for managing the end-to-end renewals process for our enterprise customer base. Your primary goal is to ensure timely renewals, secure long-term commitments, and maximize customer retention. Acting as a trusted advisor, you will engage directly with customers and partners, build strong relationships, and drive strategic renewal negotiations.

You will work closely with Sales, Customer Success, and Channel teams to deliver a seamless customer experience, proactively manage churn risks, and identify opportunities for expansion.

YOUR TASKS

• Lead the transition of XL+ customers (Direct and Channel) from perpetual licenses to subscription licensing with high retention rate and multi-year commitment, initiating outreach 75 days prior to maintenance expiration.
• Drive renewals for the PRTG Enterprise customer base by ensuring multi-year commitments and a high retention rate, starting engagement 120 days before subscription expiration.
• Manage and lead strategic price negotiations and handle objections to secure renewals and maximize customer retention.
• Own, schedule, and lead biweekly renewal review meetings with top-tier partners to maintain high GDR levels, support channel renewals, and address potential churn risks early.
• Build credibility and trust with customers by addressing questions, concerns, and feedback regarding products, services, and features.
• Act as a product expert and trusted advisor, presenting the value of PRTG and its roadmap to customers.
• Develop long-term customer relationships by understanding use cases, business goals, and desired outcomes.
• Identify and engage with key stakeholders, including C-level executives, to strengthen partnerships and decision-making alignment.
• Manage and grow a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and expansion.
• Partner with the Enablement Team to develop and execute strategic adoption plans, maximizing product value for clients.
• Lead Quarterly Business Reviews (QBRs) and strategic meetings with stakeholders to assess needs and identify new opportunities.
• Ensure responsiveness and SLA adherence by proactively monitoring tickets and managing customer communications efficiently.
• Manage and prioritize own pipeline of renewal opportunities, maintaining accurate activity tracking in Salesforce (CRM).
• Collaborate cross-functionally to resolve customer concerns, streamline processes, and deliver solutions.
• Track and analyze customer health metrics (NPS, CSAT, etc.) and implement targeted strategies for improvement.
• Coordinate handovers with the New Logo Team to ensure smooth onboarding, adoption, and long-term success of new enterprise customers.
• Collaborate with Channel Account Managers (CAMs), Distribution Account Managers (DAMs), and internal teams to enable a seamless channel purchasing experience for end customers.

YOUR PROFILE

• You are an optimistic, positive, strong communicator looking to contiue their journey in enterprise tech renewals
• You have a deep interest in technology, and you love learning about new topics and using empathy to meet others’ needs. You’re also very organized and are passionate about achieve goals and hitting targets.
• Highly collaborative, proactive, curious self-starter
• Excellent English skills (both written and spoken). Additional languages advantageous.
• Strong communication and interpersonal skills, with excellent phone and email
  étiquette.
• Avid learner and extremely organized
• A clear communicator with effective problem solving skills
• Ability to build professional and trusting relationships with customers from all around the world
• Ability to manage multiple priorities and tasks simultaneously
• Experience with CRM systems preferred (e.g Salesforce, Hubspot)

FACTS FOR YOU

• Many possibilities to further develop your individual skillset
• Innovative and creative work environment with plenty of room for new ideas
• A structured onboarding phase with experienced colleagues
• Flexible working hours and a family-friendly environment
• Permanent employment contract 
• A great working atmosphere in an enthusiastic international team with flat hierarchies
• Paessler is a fast-growing midsized company that has been in the market for 20 years. The company is focused on long-term goals and is currently comprised of 400+ employees