Customer Success Manager

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    "datePosted": "2026-05-21T04:00:00.000Z",
    "description": "<h2></h2>\n<p><strong>Customer Success Manager- Hybrid, Heidelberg, Germany </strong></p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p><strong> </strong></p>\n<p><strong>About the job</strong></p>\n<p>The Customer Success team is looking for a Customer Success Manager to establish and build broad relationships with our public sector customers  to adopt and expand usage of the SAS software and solutions and to engage with other SAS resources to bring the necessary domain and experience to assist with existing implementations.  <strong>As a Customer Success Manager, you will:  </strong> </p>\n<ul>\n <li>Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the Customer Success Manager to become a trusted advisor to our customers.  </li>\n <li>Responsible for customer communications and conflict resolution.  </li>\n <li>Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.  </li>\n <li>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.  </li>\n <li>Build reports and analytics to provide key business insights used for data-driven decision-making.  </li>\n <li>Lead or assist with gathering requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents Customer Success Plan with customers and sales.  </li>\n <li>Shares plan with Sales, Professional Services, and CIS (Cloud and Information Services).  </li>\n <li>Monitor Customer Success through metrics and other measurements.  </li>\n</ul>\n<p> </p>\n<p><strong>Work Location:</strong> Heidelberg, Germany. We offer a hybrid, flexible approach to work.   </p>\n<p> </p>\n<p><strong>Required qualifications  </strong> </p>\n<ul>\n <li>Previous experience in a similar role within the technology/software industry.  </li>\n <li>Fluent in Germany and English. </li>\n <li>Ideally a bachelor’s or master’s Degree in a Technical or Business subject, or equivalent qualification.   </li>\n <li>Knowledge of Data Management, Analytics and/or  AI (Artificial Intelligence).  Technical knowledge a distinctive advantage, especially SAS.  </li>\n <li>Design and implement customer success plans. Have an individual, tailor approach to each customer.   </li>\n <li>Good written, verbal, and interpersonal communications and organizational skills.   </li>\n <li>Ability to work and learn independently and as a part of team. Happy to work in a fast-paced environment.   </li>\n <li>Ability to travel to client meetings.  </li>\n <li>An equivalent combination of related education, training and experience may be considered in place of the above qualifications.  </li>\n <li>Understanding of the public sector will be a distinctive advantage. </li>\n</ul>\n<p><strong>Additional competencies, knowledge and skills.</strong></p>\n<ul>\n <li>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.</li>\n</ul>\n<ul>\n <li>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. </li>\n <li>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). </li>\n</ul>\n<p><strong>You are welcome here.</strong></p>\n<p>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. </p>\n<p> </p>\n<p><strong>Additional Information:</strong></p>\n<p> </p>\n<p><em>SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact </em><em>[email protected].</em></p>\n<p> </p>\n<p>Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.</p>\n<p>#SAS</p>",
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