Customer Success Manager Italy
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About Us SUSE is a global leader of enterprise open source software. By transforming community innovations into secure, sovereign and AI-ready solutions, SUSE empowers customers to escape vendor lock-in and regain control of their IT destiny. Through industry-leading Linux, Kubernetes, Edge and AI infrastructure solutions, SUSE delivers the flexibility to innovate everywhere—from the data center to multi-cloud and out to the edge. Only SUSE also manages many Linux and Kubernetes distributions. At SUSE, Choice Happens because we prioritize community, interoperability and relentless innovation. Discover how we power mission-critical resilience at Customer Success Manager Italy Job Description Customer Success at SUSE is a strategic function that owns the customer’s realized value across the full lifecycle. As a CSM you guide enterprise customers from ambition to outcome: the customer drives the transformation, and you make sure they have the strategy, the enablement and the SUSE resources to succeed. You will own a portfolio of enterprise accounts in Italy and be accountable for our three Customer Success pillars: retention, adoption and expansion. Through these, you help to positively impact SUSE’s GRR and NRR, giving your work direct visibility at the heart of the business. Focus Area
- Shape the success strategy together with your customers. Co-create outcome-based Customer Success Plans that reflect their business objectives, and keep customer and SUSE teams aligned on shared goals through regular executive touchpoints.
- Turn adoption into measurable value. Guide customers from deployment to value realization across the SUSE portfolio (Linux, Cloud Native, Edge and AI solutions), and make that value visible to their leadership in their language: resilience, sovereignty, cost of ownership, time to market.
- Own retention and shape growth. Carry accountability for renewal health and gross retention across your accounts, maintain clear insights into the status of your accounts and renewals, and partner with Sales to convert value delivered into expansion.
- Build trusted executive relationships. Foster management-level connections between your customers and SUSE leadership, and grow into the advisor customers involved early in their strategic decisions.
- Orchestrate SUSE around the customer. Mobilize Support, Consulting, Engineering and Training & Enablement behind your customers’ priorities, and keep the customer experience connected and consistent across all SUSE teams.
- Bring the customer’s voice inside. Translate real-time customer health and adoption insight into input for our product, services and go-to-market teams, so the portfolio evolves with the market.
- Proven experience in a Customer Success or comparable (post)sales strategic role in the Italian enterprise market
- Based in Italy 5-10% travel
- Fluent in Italian and English; both are required for this role
- Comfortable engaging senior IT and business leaders, and skilled at mobilizing internal cross-functional teams
- A track record of driving retention and
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