SAS Institute Inc. is looking for a Senior Customer Success Manager to establish and build broad relationships with our customers. In this role, you will act as the primary post-sale point of contact, becoming a trusted advisor to drive adoption and expansion of SAS software and solutions.

What You'll Do

Serve as the primary post-sale point of contact, developing strong customer advocates at all organizational levels to become a trusted advisor.
Manage customer communications and conflict resolution.
Jointly define success with customers by understanding their business and IT challenges to manage software adoption and exceed expectations.
Work with other SAS stakeholders to develop comprehensive adoption plans using content, events, email, social media, and innovative campaigns.
Build reports and analytics to provide key business insights for data-driven decision-making.
Lead or assist with gathering requirements for new and ongoing projects and requests for supporting systems or artifacts.
Document a Customer Success Plan with customers and sales and share it with Sales, Professional Services, and CIS.
Monitor Customer Success through metrics and other measurements.
Ensure all applicable security policies and processes are followed to support secure software development goals.

What We're Looking For

Previous experience in a similar role within the technology industry, such as Customer Success Manager, Customer Advisor, or Program Manager.
Knowledge of Data Management, Analytics and AI (Artificial Intelligence).
Ability to design and implement tailored customer success plans with an individual approach for each customer.
Fluent in English.
Strong written, verbal, and interpersonal communication and organizational skills.
Ability to work and learn independently and as part of a team in a fast-paced environment.
An equivalent combination of related education, training and experience may be considered.

Nice to Have

Bachelor’s or master’s Degree in a Technical or Business subject, or equivalent qualification.
Understanding of SAS and/or the banking industry.

Team & Environment

This role is part of the Customer Success team at SAS. Our culture embraces curiosity, passion, authenticity and accountability and has been recognized for inclusivity and meaning by organizations like Fast Company, Forbes, and Newsweek.