Description:
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