Digital Customer Programs Manager

Paessler AG; Austin (TX); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Flexible working hours

Permanent employment contract

Great team atmosphere

Room for new ideas

Structured onboarding

Job summary

Paessler is seeking its first Digital Customer Programs Manager to design and run customer marketing campaigns that drive onboarding, adoption, and engagement for 30,000+ PRTG users. The role blends lifecycle marketing, customer journey design, and growth experimentation; you'll need to know how to grab customer attention, move them through onboarding journeys, and spark product adoption at scale.

You'll partner with Technical Enablement, Renewals, and Product to create automated programs that

Job description

At Paessler, we believe that monitoring plays a vital part in reducing humankind’s consumption of resources. Our award-winning monitoring solution, PRTG, empowers over 500,000 users worldwide to monitor and optimize their IT, OT, and IoT infrastructures. As a dynamic and growing software company headquartered in Nuremberg, Germany, we are looking for passionate individuals to join our mission of making technology more reliable, sustainable, and efficient.

As Paessler's first Digital Customer Programs Manager, you'll build and run customer marketing campaigns that drive onboarding, adoption, and engagement for 30,000+ PRTG users. This role blends lifecycle marketing, customer journey design, and growth experimentation; you'll need to know how to grab customer attention, move them through onboarding journeys, and spark product adoption at scale. You'll partner with Technical Enablement, Renewals, and Product to create automated programs that strengthen customer health while measuring what works and iterating fast.

YOUR TASKS

• 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.

YOUR PROFILE

• 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.
• Background in onboarding programs, product adoption, or customer lifecycle management is a strong plus.

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

And at the end, a very important note: For us, diversity is more than just a word — it's a commitment. Our job posts are geared towards all people, regardless of their gender, sexual orientation, background, faith, or physical abilities. We value diversity and strive to create a work environment that prioritizes equal opportunities and inclusion. In line with this objective, please note that candidates with severe disabilities will be given preferential consideration over applicants with equal qualifications. At Paessler, we're determined to break down barriers and provide everyone with the chance to develop their full potential. Please feel free to let us know if you believe there are ways we can improve the wording of our jobs posts or our overall recruitment approach. Let's work together to create a more colorful and inclusive corporate culture!