Hybrid SaaS CSM — Chicago (Onboarding & Retention)

ASUG - Americas' SAP Users' Group; Chicago (IL); Hybrid; USD 54,000 - 66,000; Full time

Job summary

ASUG is the Americas’ SAP Users’ Group, a Chicago-based community for SAP users seeking value from our services and events. This Customer Success Manager role blends in-person collaboration with flexible hybrid work to support membership success.

You will guide onboarding, manage ongoing relationships, collect feedback, and drive renewals while collaborating with sales, product, and events teams. A bachelor’s degree and SaaS experience are preferred.

Qualifications

• Bachelor’s degree in business, marketing, communications, or a related field.
• 2–5 years in customer success, account management, or related client-facing role.
• Chicago, IL-based; travel up to six times per year.

Responsibilities

• Guide onboarding and adoption to maximize platform value.
• Maintain relationships with key stakeholders and drive engagement.
• Gather customer feedback and relay to product teams.
• Identify at-risk customers and implement retention strategies.
• Lead renewal and upsell discussions to grow lifetime value.

Skills

Customer-centric

Problem-solving

Communication

Analytical thinking

Collaboration

Education

Bachelor’s degree

Job description

ASUG is the Americas’ SAP Users’ Group, a Chicago-based community for SAP users seeking value from our services and events. This Customer Success Manager role blends in-person collaboration with flexible hybrid work to support membership success.

You will guide onboarding, manage ongoing relationships, collect feedback, and drive renewals while collaborating with sales, product, and events teams. A bachelor’s degree and SaaS experience are preferred.