Customer Success Director

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”

If so, you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences, or answering critical questions. Curiosity is our code, and the opportunities here are endless.

What we do

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo, and changing the way we live.

What you’ll do

As the Customer Success XaaS leader, you will lead the global customer success XaaS strategy and execution and will drive operational effectiveness across the organization. You will have successfully led XaaS-based customer success organizations and are an innovative problem solver who is dependable, committed, and passionate about delivering value for customers. In partnership with the other regional Customer Success leadership, this role will be responsible for helping build new processes, procedures, and standards to establish a world class Customer Success XaaS practice across the globe for customers and partners. As part of the senior leadership team, this role will work closely with Engineering, Technical Support, Product Management, and Sales organizations to design programs and processes to enhance business outcomes and deliver better experiences for our customers.

You will :

• Build and establish a forward-thinking customer success vision and strategic operating model for XaaS offerings.
• Identify opportunities and drive initiatives to improve customer adoption, expansion, and renewals.
• Foster a service minded culture, demonstrate energy and enthusiasm with employees and customers, and build teamwork.
• Influence teams across organizational boundaries to accelerate unified customer success practices and other initiatives aligned with the vision and strategy.
• Provide strategic and operational leadership and partnership with key cross-functional stakeholders and key partners.
• Lead and grow the function with a talent first mindset – recruiting excellent talent, developing talent, and scaling to meet the demands and challenges of our customers, company, and products.
• Lead and expand the premium service offerings globally for greater sustainable revenue generation.
• Foster and maintain strong customer relationships and trust with direct interaction with strategic clients, and ensuring cross-organizational engagement.
• Provide strategic and operational leadership and partnership with key cross-functional stakeholders and key partners.
• Develop customer success dashboards to track and monitor key metrics visible to all senior stakeholders as to how customer success is being measured and where improvements can be made.

What we’re looking for

Other knowledge, skills, and abilities

Why SAS