Vice President Customer Success and Support
About Paessler
Paessler builds monitoring software for systems that cannot fail.
Paessler is redefining how modern organizations monitor and manage their IT, OT, and cloud environments. Trusted by hundreds of thousands of users worldwide, our flagship product, PRTG, helps teams see clearly, act faster, and keep their most critical systems running—without complexity.
Some of the world’s largest and most respected organizations rely on Paessler in mission-critical industries including healthcare, manufacturing, energy, and defense-related environments. Our software is used where downtime is not an option and reliability truly matters.
Founded in Germany and operating globally, Paessler combines deep engineering heritage with a relentless focus on simplicity and customer impact. As we expand our reach worldwide with a growing focus on North America we continue to invest in our people, our platform, and our customers.
Today, we’re building the next chapter of our company: modernizing our platform, embracing AI-driven innovation, and expanding our presence in the mid-market and enterprise and expanding globally. Backed by private equity and growing at scale, Paessler is a place where talented people can have real ownership, move fast, and shape products trusted around the world.
Position Overview
The Mission (Why This Role, Why Now)
Paessler is entering a new chapter of growth and customer focus as we scale our subscription business and modernize the post-sales experience.
We are hiring a senior leader to build a world-class post-sales engine that drives retention, expansion, and long-term customer advocacy.
This role will unify two critical functions:
Global Customer Support, which is already established and highly technical
Customer Success Management, which is newly formed and central to our future growth model
The opportunity is to transform Support from a reactive ticketing function into a strategic customer outcomes organization, while building a proactive CSM motion that ensures customers adopt, realize value, renew, and grow with Paessler.
This role reports directly to the SVP of Customer Success.
What You Will Build and Own
One Unified Post-Sales Organization
-Lead Global Customer Support and Customer Success Management as one coordinated customer organization
-Create clear operating rhythms, escalation paths, and accountability across regions and teams
-A Modern Customer Outcomes Engine
-Shift the organization from reactive support to proactive lifecycle engagement
-Drive onboarding, adoption, risk identification, renewal readiness, and long-term value realization
Scaled Customer Success Motions
-Build and scale CSM coverage across both:
-High-touch strategic customers
-Digital and scaled customer success segments
-Partner with Renewals to improve retention and renewal execution
Voice of the Customer Leadership
-Act as a senior customer advocate across the company
-Surface product feedback, systemic friction points, and customer trends to Product and Engineering
-Ensure customer experience improvements translate into roadmap and execution
What Success Looks Like
Within the first 6–12 months, this leader will be accountable for measurable improvements across:
-Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
-Renewal health and proactive risk reduction, especially in enterprise accounts
-Support CSAT and customer experience consistency
-Time to Resolution and First Response Time
-Deflection and self-service adoption through AI and knowledge modernization
-Expansion attach and product adoption outcomes
-Cost-to-serve efficiency, enabling scale without unnecessary overhead
-This is a role with clear ownership of Paessler’s retention and customer experience engine.
Transformation and Modernization Focus
Paessler is investing heavily in AI, automation, and operational excellence. This leader will be expected to:
-Modernize workflows across Support and Success through AI-powered tools and process redesign
-Expand intelligent routing, automation, and scalable engagement models
-Implement systems and operating infrastructure that improve visibility, consistency, and execution
Leadership Scope
This is a global leadership role with both first-line and second-line management responsibility.
You will lead managers and individual contributors across multiple teams, while directly shaping:
-Organizational design
-Talent development
-Operating cadence
-Execution against retention and customer outcomes goals
-This leader must operate strategically while staying close to customer reality.
Qualifications
The right leader for this role has:
-Built or transformed a post-sales organization in a B2B SaaS environment
-Scaled Customer Support beyond ticket resolution into a strategic customer experience function
-Built Customer Success motions across both high-touch and digital segments
-Led operational transformation: process automation and systems implementation
-Partnered deeply with Product to represent the voice of the customer and drive roadmap improvements
-Built and led teams across new geographies and global markets
Owned retention, renewal health, and expansion outcomes at the executive level
What We Are Looking For
-Senior leadership experience across Customer Success, Support, or Post-Sales in B2B SaaS
-Proven ability to lead global teams through transformation and growth
-Strong operational discipline paired with a customer-first mindset
-Excitement about applying AI and automation to improve customer outcomes and scale
-Ability to drive clarity, accountability, and execution across cross-functional stakeholders
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, Remote working hours and a familiy-friendly environment
- 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 350 employees
INTERESTED?
