Customer Success Manager

SAS; Frankfurt; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Annual bonus

Fitness center & wellbeing programs

Employee development

Job summary

SAS in Frankfurt, Germany, is seeking a Customer Success Manager for a hybrid role. You will build strong relationships with public-sector customers, define success plans, and drive adoption and growth of SAS software across the organization.

You will collaborate with Sales, Marketing and Product teams to deliver value, manage risks, and report outcomes. Fluency in English and German is required, and occasional travel to customer sites is expected.

Qualifications

• Proven experience in Customer Success with a strong track record of building trusted relationships and driving customer growth.
• Experience with working with clients, especially in the public sector industry.
• Fluent in English and German with excellent communication skills in both languages.

Responsibilities

• Serve as primary post-sale contact to develop customer advocates at all levels, becoming a trusted advisor.
• Define success and value activities with customers and support business growth via adoption of SAS solutions.
• Excel in multi-stakeholder management, proactive risk management, adoption initiatives and customer communications.
• Collaborate with SAS stakeholders to develop an adoption plan including content, events, email, social media and campaigns.
• Create reports and analytics to provide key business insights for data-driven decisions.
• Lead or assist with gathering CSM requirements for projects and supporting systems.
• Document Customer Success Plans driving accountability with customer and sales teams.
• Foster cross-functional alignment with Sales, Marketing, Product & Professional Services.
• Monitor Customer Success through metrics and other measurements.

Skills

Relationship building

English and German fluency

Communication skills

Customer Success experience

Travel willingness

Job description

Customer Success Manager- Hybrid, Frankfurt

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

About the job

Customer Success isn’t just a department – it’s an ecosystem permeating every corner of our organization. Our Customer Success team is looking for a Customer Success Manager to establish and build broad relationships with SAS customers in the public sector to adopt and expand usage of the SAS software and solutions, to identify new opportunities and engage with other SAS resources to bring the necessary domain and SAS experience to assist with existing SAS implementations and identify new sales opportunities.

As a Customer Success Manager, you will:

• Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) becoming a trusted advisor to our customers.
• Jointly define success and value activities with our customers by understanding not only the business and/or IT problems they are trying to solve but supporting them in driving business growth, impacting their respective bottom line and helping them succeed in best managing the adoption our software.
• Excel in multi-stakeholder management within your accounts, proactive risk management, product adoption initiatives and customer communications and conflict resolution.
• Work with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media, and innovative campaign approaches.
• Build reports and analytics to provide key business insights used for data driven decision making.
• Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts.
• Create and document Customer Success Plans driving accountability with customer and sales towards execution.
• Foster x-functional alignment, sharing insights and content with Sales, Marketing, Product & Professional Services creating a unified customer experience.
• Monitor Customer Success through metrics and other measurements.

Role Competencies:

• Account Planning- Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
• Building Customer Relationship- Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.
• Creating Demand Through Insight- Identifying the targeted account’s business challenges and needs and their probable causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results (e.g., profitability, revenue, market share).
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Work Location:

Frankfurt, Germany

Required qualifications

• Proven experience in Customer Success with a strong track record of building trusted relationships, driving customer value, and supporting long-term customer growth
• Experience with working with a variety of clients , especially in the public sector industry.
• Demonstrated ability to develop and execute tailored Customer Success plans, building long-term strategic relationships and driving measurable customer outcomes.
• Fluent in English and German, with excellent communication skills in both languages.
• Strong written, verbal, and interpersonal communication skills, with a natural ability to build trusted relationships across all organizational levels.
• Self-motivated and adaptable, with the ability to work independently while thriving in a collaborative, fast-paced environment.
• Willingness to travel to customer locations as required.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Benefits highlights

• Highly competitive base salary complemented by an attractive annual bonus scheme.
• Our Recreation and Fitness Center offers recorded fitness classes to help you fit movement into your day.
• SAS supports your well-being with programs that reduce stress and distractions to help you stay healthy and productive.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.