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At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.
CSM Role Overview
The Customer Success Manager engages with SAPs customers to drive and accelerate their value realization and to ensure business outcomes are achieved through the consumption of purchased solutions and success service entitlements.
The Customer Success Manager is responsible for the orchestration of resources and execution of activities for a designated set of customer accounts across the lifecycle. This includes post-sales account management strategy development success plan definition and execution (adoption & consumption) relationship management issue mitigation escalation handling and identification of expansion opportunities.
The role drives mutual success for both the customer and SAP across the full lifecycle.
Core Responsibilities
Develop and implement account strategies and consumption plans that drive measurable customer outcomes and support subscription renewals
Build trusted customer relationships to enable value-based consumption and adoption activities
Monitor SLA performance and maintain high levels of customer satisfaction
Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle
Use data and tools to manage adoption and consumption activities including Relationship Assessments and Outcome Success Plans
Act as the primary escalation point for assigned customer accounts
Contribute to success methodologies playbooks and best practices
Identify opportunities to expand the SAP footprint through additional licenses or services
Leadership Responsibilities (Manager Role)
The CSM Manager plays a critical leadership role responsible for building leading and developing a high-performing CSM team while driving business growth and operational excellence.
Key leadership accountabilities include:
Lead coach and mentor a team of Customer Success Managers ensuring continuous development performance improvement and career growth
Establish a high-performance culture focused on accountability customer outcomes and collaboration
Drive key business KPIs including:
-Revenue growth
-dACV
-Customer retention and renewals
-Go-lives and adoption milestones
-Customer references
-Lead generation and expansion pipeline
Provide strategic direction and operational oversight across customer engagement and supply chain transformation initiatives
Scale customer success operations across regions or industries to drive consistent and sustainable outcomes
Lead organizational development initiatives improving processes efficiency and team effectiveness
region or industry to scale business operations and drive sustainable customer outcomes.
Key Job Attributes
Strong track record of leading teams and driving revenue growth in enterprise environments
Deep expertise in Supply Chain Management (SCM) enabling strategic advisory and transformation leadership
Ability to connect supply chain solutions with customer business value and ROI
Proven success in improving customer retention satisfaction and referenceability
Recognized as a key leader in customer engagement strategy and execution
Drives profitable growth through both customer success and supply chain optimization
Provides executive-level insights on market trends customer needs and product direction
Leads account governance renewals and expansion strategies with strong commercial acumen
Provides feedback to SAP leadership on market conditions and product needs
Leads organizational development and performance improvement initiatives
Manages and develops direct reports
Experience & Qualifications
Leadership & Management Experience
11 years of experience in Customer Success Account Management or related fields
Proven leadership experience managing and developing teams in complex matrixed organizations
Demonstrated ability to drive team performance engagement and business outcomes
Experience leading cross-functional initiatives and large-scale transformation programs
Supply Chain Expertise
Strong domain expertise in Supply Chain Management (SCM) (planning logistics operations digital supply chain)
Experience driving supply chain transformation and optimization initiatives
Ability to translate supply chain capabilities into measurable business value
Customer Success & Commercial Experience
Proven success in renewals expansion and upsell strategies within subscription models
Strong understanding of SAPs Land Adopt Consume Expand framework
Experience managing complex enterprise customers and executive stakeholders
Core Competencies
Executive leadership and stakeholder management
Strong people management and team development
Strategic thinking and business alignment
Supply chain transformation expertise
Program and project management excellence
Commercial mindset with growth focus
Risk management and escalation handling
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.
We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process .
Required Experience:
Manager
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