Paessler GmbH · 1 week ago
Digital Customer Programs Manager
United States
Full-time
Remote
Mid Level
3+ years expPaessler GmbH is a dynamic software company headquartered in Nuremberg, Germany, focused on making technology more reliable and efficient. They are seeking a Digital Customer Programs Manager to build and run customer marketing campaigns aimed at onboarding, adoption, and engagement for over 30,000 PRTG users, collaborating across various teams to enhance customer experience and product stickiness.
Cloud ComputingEnterprise SoftwareNetwork SecuritySoftware
Responsibilities
Design, build, and launch Paessler's first digital customer success practice from the ground up
Build and execute lifecycle marketing campaigns for onboarding, feature adoption, and expansion
Create automated onboarding journeys that reduce time-to-value and guide tens of thousands of customers from setup to power-user status
Design customer marketing plays that surface upsell opportunities, improve engagement, and reduce churn risk
Launch growth experiments to improve product adoption and product stickiness
Build risk intervention programs triggered by usage data, adoption metrics, or health score movements
Lead the rollout of customer sentiment tracking, including NPS, CES, and lifecycle touchpoints (leveraging tools like HubSpot and Outreach)
Partner with Business Intelligence & Product teams to analyze trends, segment customers, and uncover insights that shape future campaigns
Collaborate with Customer Success Leadership to define KPIs and dashboards measuring adoption, engagement, health, and retention
Write customer-facing campaign messaging and content that gets attention and drives action
Improve customer education by connecting digital flows with enablement assets, learning paths, and in-app guidance
Experiment, test, iterate; find what works and bring it to scale
Qualification
Required
3+ years in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, CS Ops, or Product-Led Growth roles in SaaS
You're energized by building campaigns and workflows, not managing a book of business
Strong analytical and systems-thinking mindset; you're comfortable turning signals into strategy and campaigns into data
Hands-on experience with marketing automation and CS tools (HubSpot, Outreach, Salesforce, or similar)
You know how to get customer attention, through compelling copy, smart segmentation, and the right channel at the right time
Comfortable writing customer-facing content and campaign messaging
Excited by the idea of building something from scratch rather than managing something pre-built
Strong communicator who can translate technical signals into customer journeys and interventions
Comfortable with experimentation, A/B testing, and learning quickly from data
Passionate about improving the customer experience through scalable, automated methods
Preferred
Background in onboarding programs, product adoption, or customer lifecycle management is a strong plus
Benefits
Health insurance at no cost for employees
Wide range of training and personal development opportunities
A structured onboarding phase with support from experienced colleagues
Company
Paessler GmbH
We believe monitoring plays a vital part in reducing humankind's consumption of resources.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Turn/River Capital
2024-05-23Private Equity
Leadership Team
Jason Teichman
Chief Executive Officer
Helmut Binder
Executive Chairman
Recent News
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