Manager Customer Marketing

Paessler is looking for an experienced Customer Marketing Manager who’s ready to help thousands of IT teams get more value from PRTG every day. You’ll own the marketing strategy and execution for keeping customers engaged, successful, and growing with us. The role sits across customer success, product adoption and revenue growth. You’ll build programs that reduce churn, drive expansion, and turn satisfied customers into references and champions. This isn’t about generic email blasts - it’s about understanding what makes technical IT professionals tick and creating programs they actually value. If you love working with technical audiences, digging into data to find insights, and creating campaigns that actually move the needle on retention and growth, this is your role. We’re a profitable, stable tech company with a loyal customer base that’s ready for the next level of customer marketing. Come help us build it. The role reports into the VP Marketing and has two direct reports. Paessler marketing works as a matrix organization and you will work closely with counterparts in our content, marketing operations, product marketing, and web services teams to execute on your plans. In this role, success means increasing product adoption, which will help us to drive measurable expansion revenue and retention success.

Responsibilities

• Partner with Customer Success to build onboarding programs that drive immediate time-to-value for new customers - combining targeted communications, webinars, training and in-app guidance to accelerate product adoption.
• Create segmented nurture programs for different customer stages, industries, and usage patterns to identify expansion opportunities.
• Use data to identify at-risk, low-engagement, or dormant customers and build re‑engagement campaigns that bring them back.
• Identify poor performance in our expansion funnel and work with responsible stakeholders to improve.
• Own customer newsletter, email, and webinar strategy to keep customers informed and engaged with PRTG.
• Manage product update announcements and feature adoption campaigns that drive usage of new capabilities.
• Create communication strategies tailored to different customer segments (SMB/Mid‑Market vs. Decentralized Enterprise).
• Build and scale a customer advocacy program that generates references, case studies, testimonials for use across PR, content marketing, sales enablement and demand generation.
• Drive customer participation on third‑party review sites (G2, Gartner Peer Insights, TrustRadius).
• Establish and refine a customer segmentation framework based on usage, industry, lifecycle stage and business needs.
• Conduct customer research (surveys, interviews, advisory boards) to inform product roadmap and marketing strategy and provide customer intelligence and insights to Product, Sales, Support and leadership teams.

Qualifications

• 5+ years in B2B tech marketing, customer marketing, or customer success roles, ideally in SaaS or infrastructure software.
• Experience marketing to technical audiences (IT professionals, engineers, systems administrators) and understanding what drives their decisions.
• Data‑driven mindset: You make decisions based on metrics, test hypotheses, and optimize based on results.
• SaaS metrics fluency: You understand NRR/GRR, churn, customer lifetime value, product adoption metrics, and how marketing influences them.
• Program builder: Proven track record building customer marketing programs from scratch, not just maintaining existing ones.
• Excellent communication skills (English): You write compelling copy, present ideas clearly, and can engage and inspire a team.
• Cross‑functional collaboration: Experience working closely with Product, Sales, Customer Success, and Support teams to achieve shared goals.

Diversity Statement

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 prioritises 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 colourful and inclusive corporate culture!