Digital Customer Programs Manager

Overview As Paessler’s first Digital Customer Programs Manager, you’ll design and operate our inaugural digital customer success practice to drive onboarding, adoption, and engagement for thousands of PRTG users. You will craft automated onboarding journeys, launch lifecycle campaigns, and run growth experiments to improve product stickiness and reduce churn. You’ll partner with Enablement, Renewals, and Product to measure impact, iterate quickly, and scale automated customer programs. This is a hands-on, building-from-scratch role in a fast-growing software company. Compensation / Benefitsstructured onboarding phaseflexible working hourspermanent employment contractinternational team with flat hierarchiesfamily-friendly environmentinnovative and creative work environment ResponsibilitiesDesign, build, and launch the company’s first digital customer success practiceCreate lifecycle marketing campaigns for onboarding, feature adoption, and expansionDevelop automated onboarding journeys guiding thousands to power-user statusShape customer marketing plays to surface upsell opportunities and curb churnRun growth experiments to boost product adoption and stickinessImplement risk intervention programs based on usage, adoption, or health signalsLead sentiment tracking (NPS, CES) and lifecycle touchpoints with tools like HubSpot and OutreachCollaborate with BI & Product to segment customers and derive actionable insightsDefine KPIs and dashboards with Customer Success leadership for adoption, engagement, health, and retentionWrite customer-facing campaign content and improve education via flows, assets, and in-app guidanceExperiment, test, and scale successful approaches Key requirements3+ years in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, CS Ops, or Product-Led Growth in SaaSHands-on campaigns and workflows experience, not just account managementStrong analytical and systems-thinking mindset, turning signals into strategyHands-on experience with marketing automation and CS tools (HubSpot, Outreach, Salesforce, or similar)Ability to craft compelling copy and execute precise segmentationComfort writing customer-facing content and campaign messagingBias for building new solutions from scratch rather than managing pre-built onesStrong communication skills translating technical signals into customer journeys and interventionsComfort with experimentation, A/B testing, and data-driven learningPassion for scalable, automated customer experiencesBackground in onboarding, product adoption, or lifecycle management is a plusanalytical mindsetstrong communicatorcollaborativeHubSpotOutreachSalesforce