Customer Success Manager

Title: Customer Success Manager (CSM)

Manager: Customer Success Team Lead

Department: Membership Services

Location: Chicago, IL (Hybrid - 3 days in office Tuesday - Thursday)

Company Overview:

Founded in 1991, Americas’ SAP Users’ Group (ASUG) is the world’s largest SAP user group, serving 2,300-plus businesses via company-wide memberships. ASUG is a Chicago-based organization that helps people and organizations get the most value from their investments in SAP technologies. We believe in the power of community and offer our members a wide range of in-person experiences, insightful webcasts, and member-told stories with endless opportunities for networking, education, and research. You’ll feel right at home in our community.

Our Values:

• Inspire Trust: We build trust through transparency, integrity, and respect. Join us to be part of a team that values honesty and ethical behavior.
• Lead the Charge: We are pioneers in our field, always striving for innovation and excellence. Be a part of a forward-thinking organization that encourages leadership at all levels.
• Join Together: Collaboration is at the heart of what we do. Work with a diverse group of professionals who support and uplift each other.
• Work Fearlessly: We embrace challenges and are not afraid to take risks. If you are bold and ambitious, you will thrive here.
• Celebrate Customers: Our members are our top priority. Help us create exceptional experiences and celebrate their successes.

Job Overview:

The Customer Success Manager (CSM) is responsible for building strong, lasting relationships with our customers, ensuring they receive maximum value from our product or service. The CSM acts as the primary point of contact for the customer after the initial sale and works to ensure that customers successfully adopt, engage with, and derive long-term value from our product. The goal is to drive customer satisfaction, retention, and expansion.

Key Responsibilities:

1. Customer Onboarding & Adoption:

• Guide customers through the onboarding process, ensuring a smooth transition from sales to the implementation phase.
• Work with customers to understand their business goals and set up a customized success plan.
• Conduct product training and help customers quickly get up to speed with the platform or service.

2. Relationship Management:

• Serve as the primary point of contact for customers, providing ongoing support and consultation to ensure product success.
• Proactively build and maintain strong relationships with key stakeholders within customer accounts.
• Monitor engagement levels.
• Ongoing communication towards programming and getting engaged both in person/virtually (webcast, research, chapters, events)
• Assist in GROUP Sales of delegates to get our customers attending our National Events

3. Customer Advocacy & Feedback:

• Act as the voice of the customer, relaying feedback to internal teams for product improvement or new feature requests.
• Identify and mitigate any customer issues or concerns, working closely with technical support or product teams when necessary.
• Advocate on customer needs and ensure their objectives are met.

4. Churn Prevention & Retention:

• Identify at-risk customers and implement strategies to reduce churn.
• Proactively monitor customer satisfaction and engagement metrics.
• Lead renewal and upsell discussions with customers to increase lifetime value.

5. Renewals:

• Identify customer pain points and offer solutions that improve their outcomes.
• Renew the Members in subscription mode (ideally)

Key Competencies:

• Customer-Centric : A strong focus on understanding and meeting customer needs.
• Problem-Solving : Ability to diagnose issues and develop solutions that address customer challenges.
• Communication : Excellent verbal and written communication skills, able to engage with various stakeholders at all levels.
• Analytical Thinking : Ability to analyze customer data and identify trends and areas for improvement.
• Collaboration : Works well with internal teams (sales, product, technical support) to deliver a seamless customer experience.

Educational Background:

• Bachelor’s degree in business administration, marketing, communications, or a related field

Professional Experience:

• 2-5 years of experience in customer success, account management, sales, or a related client-facing role
• Experience in SaaS, tech, or B2B environments is often preferred
• Chicago, IL-based required

Other:

• Travel : Ability to travel up to six (6) times per year

ASUG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.