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Job Summary:

The Senior Customer Success Manager (CSM) is responsible for driving adoption, value realization, and long-term success for a portfolio of strategic SAP Success Factors customers. Acting as a trusted advisor, the Senior CSM partners with customer executives and key stakeholders to help organizations achieve measurable business outcomes through effective use of SAP Human Capital Management solutions.
Positioned at the core of SAP’s Customer Value Journey, the CSM plays a key role in guiding customers throughout their lifecycle engagement with SAP—from solution activation and adoption through sustained value realization and expansion. The CSM ensures alignment between customer business objectives, contracted entitlements, and SAP solution capabilities while executing against SAP’s global customer success standards and operating model.
Working within SAP’s High Touch engagement model, the Senior CSM owns customer engagement for designated enterprise accounts and collaborates closely with Sales, Services, Product, and Support teams to drive successful outcomes. This role requires strong ownership, strategic thinking, and the ability to operate independently across complex enterprise environments.

Key Responsibilities:

Adoption and Value Realization:

• Develop and execute Success Plans and Adoption Plans aligned with customer business goals
• Drive customer adoption and solution consumption to ensure measurable business value
• Guide customers through HR transformation initiatives and cloud adoption best practices
• Translate customer goals into clear adoption milestones and value realization outcomes

Renewals, Revenue Protection, and Expansion

• Maintain accurate renewal forecasts and proactively manage renewal risk across assigned accounts
• Identify early warning signals and execute structured mitigation strategies to protect revenue
• Support successful renewals through executive alignment, documented value realization, and strong customer relationships
• Identify and qualify expansion opportunities based on customer needs, usage patterns, and solution adjacencies

Engagement and Orchestration:

• Lead structured customer engagements including onboarding, adoption reviews, and executive business reviews
• Clearly communicate delivered value, adoption progress, risks, and forward-looking opportunities
• Act as the strategic advisor for enterprise customers, aligning SAP solutions with long-term HR transformation objectives
• Lead collaboration across Sales, Product, Support, and Services teams to resolve complex customer challenges
• Coordinate internal resources to ensure successful customer outcomes across the customer lifecycle
• Represent the voice of the customer internally by sharing feedback on product adoption challenges and market needs

Risk Management and Operational Excellence:

• Monitor customer health indicators, adoption metrics, and consumption trends

• Maintain high-quality data hygiene across success artifacts, engagement tracking, and risk classification

• Execute customer success playbooks and lifecycle governance processes consistently

• Leverage SAP’s standard tooling and methodologies to ensure consistent delivery of customer success programs

• Required Qualifications

• Bachelor’s degree in Business, Marketing, Information Technology, or related field.

• 8+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role

• Experience supporting enterprise SaaS or cloud solutions, preferably within HCM or HR technology domains

• Proven ability to manage complex enterprise customers with multiple stakeholders and global deployments

• Strong understanding of value-based customer success, adoption-driven engagement, and renewal-focused execution

• Demonstrated ability to build trusted relationships with senior stakeholders and executive audiences

• Strong communication, presentation, and stakeholder management skills

• KNOWLEDGE, SKILLS AND COMPETENCIES

• Strong customer orientation with the ability to engage both IT and Line-of-Business stakeholders

• Ability to operate independently in complex and fast-paced environments while maintaining strong ownership

• Strong problem-solving skills and the ability to navigate ambiguous customer situations

• Experience working in cross-functional environments and leading collaboration across multiple teams

• Solid understanding of cloud adoption models and enterprise SaaS operating environments

• Native or fluent Korean (written and verbal)

• Business-level English proficiency

Preferred Qualifications:

• Experience working with SAP Success Factors or other enterprise HCM solutions
• Experience managing strategic enterprise customers with large contract values
• 3+ years’ domain experience in applicable sub solution area domain either from related industry or consulting in HCM
• Knowledge of SAP Preferred Success or SAP Enterprise Support engagement models
• Experience supporting HR digital transformation initiatives in large organizations

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
SAP’s 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: Careers@sap.com.

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.

Employment Type: Full time permanent
Probation Period: 3 months from the date of hire (extendable if necessary)
The detailed working conditions will be subject to the employment agreement 국가유공자 및 장애인 등 취업보호대상자는 관계법령에 따라 우대합니다.

AI Usage in the Recruitment Process

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Requisition ID: 448328 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: