Senior Customer Success Manager

Job Locations DE-Frankfurt
Requisition ID
Job Category
Customer Success
Travel Requirements


Nice to meet you!


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


We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.


About the job


We are looking for a motivated person who will manage a portfolio of install-base customers who have purchased our strategic technology or solutions. You will establish and build broad relationships with SAS customers to adopt and expand usage of the SAS software and solutions, to identify new opportunities and to engage with other SAS resources to bring the necessary domain and SAS experience to assist with existing SAS implementations and identify new sales opportunities.


The goal is to support those customers from onboarding through technology adoption, usage expansion and possibly modernization of their SAS estate. You will ensure ongoing positive customer relationships and customer satisfaction by addressing customer inquiries, issues, and concerns in a timely manner.

This position is an integral part of SAS’ long-term relationship with its customers, and the efforts put forth by this individual will directly impact contract renewal, reduction in churn and a healthy business relationship.


Desired background:


  • Experience of working in a software/technology organisation either in Customer Success, Account Manager, or similar roles.
  • Strong knowledge of sales and negotiation skills.
  • Capability to build long term relationships with SAS clients.
  • Ability to develop and execute strategies to prioritize tasks achieving valuable outcomes.
  • Good written, verbal, and interpersonal communications skills.
  • Ability to travel occasionally.
  • Happy to work in a fast paced, high-volume sales environment.
  • Knowledge of SAS products, solutions and services would be preferred BUT it is not essential.
  • Fluent in English and German
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.


Areas of responsibility:

  • 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 CSM to become a trusted advisor to our customers.
  • 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.
  • 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.
  • Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Documents Customer Success Plan with customer and sales.  Shares plan with sales, Professional Services and CIS.
  • Discover opportunities for additional software, services, education and references and direct leads accordingly and introduce new versions of software to existing customers.
  • Follow up with customers to track satisfaction levels and to discover additional revenue opportunities; ensure customer is referenceable and share with Reference Management Compile feedback from end users in the department/SAS stakeholders to identify recurrent system problems or new system needs.


About SAS
“Big Data is the future”. It’s a cliché, isn’t it? You’ve heard it bandied about all over the place, but what does it mean? Whenever you go online, you give out data. And the number of internet users in the world is estimated at over 3.5 billion people. Think about it.


Data is everywhere. 2.5 quintillion (2,500,000,000,000,000) bytes of it are created every day. And the universe is a vast, complicated place. Anyone with the tools to understand this data, has the keys to unlock the world. SAS gives you the keys. Our powerful analytics software helps banks reach their customers more effectively. It enables local councils to tackle corruption and save valuable resources. And it analyses medical data to help doctors efficiently allocate organs for transplant operations.


However, despite our powerful technology, we are nothing without our people. Our founder Jim Goodnight says that 95% of his assets drive out of the gates every evening, and this is clearly shown in our corporate culture. We are frequently ranked as having a top workplace culture, and pride ourselves on creating an open, friendly environment which supports our employees and allows them to grow. 


Interested? Please get in touch!


Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.


Additional Information:

SAS only sends emails from verified “” 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



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