Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Building a distributor-led customer success model across EMEA by managing partner accounts, driving adoption, retention, and commercial growth with an accent on MSP relationships, measurable business outcomes, and scalable best practices. Focus on leading strategic business reviews, identifying expansion opportunities, and translating partner insights into improved processes and customer experiences.

Location: Vienna, Austria; hybrid working model

Company

A global software provider delivering secure infrastructure and IT management tools through technology partners, distributors, and managed service providers.

What you will do

• Manage a portfolio of 80–100 distributor and MSP partner accounts across the assigned market.
• Build trusted relationships and guide partners toward successful adoption, measurable value, retention, and growth.
• Lead business reviews and strategic customer conversations connecting partner goals with business outcomes.
• Identify expansion opportunities and collaborate with Sales, Distribution, Customer Success, and internal stakeholders.
• Collect partner insights and support continuous improvement of customer success processes and experiences.
• Help define scalable best practices for the new distributor-led Customer Success model across EMEA.

Requirements

• Native or fluent German and strong English communication skills.
• Experience in Customer Success, Account Management, Partner Management, Sales, or a similar customer-facing commercial role.
• Commercial mindset with confidence building relationships, identifying growth opportunities, and supporting measurable business outcomes.
• Experience managing a large account portfolio while balancing priorities and stakeholder needs.
• Strong organization, prioritization, communication, stakeholder management, and consultative problem-solving skills.

Nice to have

• Experience in SaaS, software, MSP, channel, distributor, or partner ecosystem environments.

Culture & Benefits

• Hybrid working model based on trust and flexibility.
• Two paid volunteer days per year.
• Employee Stock Purchase Program.
• Employee Assistance Program.
• Custom learning opportunities through the N-ablite Learning program.
• Fundraising opportunities through the company giving program.