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CSM Role Overview

The Customer Success Manager engages with SAP’s 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 SAP’s 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
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.

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.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 451342 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #