Principal Customer Success Manager

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 an Initial Public Offering (IPO) in 2024. 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   

The Customer Success Manager is responsible for establishing and building 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.

Plans, coordinates and executes strategy associated with fostering adoption, generating leads and building awareness. May be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team. Directly supports business operations to achieve the strategic goals of the Customer Success organization.

As a Principal 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) that enable the CSM to become a trusted advisor to our customers. 
• Responsible for customer communications and conflict resolution.
• Assumes consultative role in dealing with technical issues and interpreting applications needs; prepares customer profiles based on needs analysis of hardware, software, applications, and user levels. 
• Delivers standard, customized and/or strategic presentations outlining the proposed software functional capabilities, competitive advantages and business benefits.
• Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve in order 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.
• 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.  Documents Customer Success Plan with customer and sales.  Shares plan with sales, Professional Services and CIS.
• Monitor Customer Success through metrics and other measurements.
• Prepare and deliver presentations to customers at the highest level of management.
• Develop an understanding of SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs
• Discover opportunities for additional software, services, education and references and direct leads accordingly. 
• 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.
• Works on complex and unique issues where analysis of situations or data requires an evaluation of intangibles. 
• Exercises independent judgment in selecting methods, techniques and evaluation criteria for obtaining results. 
• Creates networks with key contacts requiring coordination among groups.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.  Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Networks with senior internal and external personnel in own area of expertise.
• Acts independently to determine methods and procedures on new or special assignments and may coordinate activities of other personnel. 

Required Qualifications 

• Superior knowledge of basic sales techniques
• Excellent written, verbal, and interpersonal communications skills
• Excellent organizational skills
• Ability to work and learn independently
• Ability to work effectively in a team environment
• Ability to travel occasionally
• Ability to work in a fast paced, high-volume sales environment
• Good knowledge of SAS products, solutions and services
• Typically requires a minimum of twelve years of experience in sales, business partner relationship development, or technical functions within the technology industry
• Experience in at least one vertical market preferred.

Preferred Qualifications 

• Experience working with SaaS services and/or technologies.
• Experience with change management.
• We are looking for CSMs to support the industries below, experience in one of these industries is preferred.

• Financial Services
• Government
• Agricultural Technology, Consumer Packaged Goods & Retail
• Manufacturing, Transportation, Entertainment & Services
• Healthcare
• Life Sciences

• Location: US, Remote

World-class Benefits

Highlights include...

• Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
• Onsite Health Care Center (HQ) that’s free to employees and covered family members.
• Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees

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 is an Equal Opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sex,  sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.   

Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process. 

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. 

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action. #LI-Remote

Salary : $5 - $0