Customer Success Manager (CSM)

About
The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM focuses on increasing customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. Responsibilities include overseeing key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and ensuring business case achievement.

What You’ll Do
As a CSM within the SAP Academy for Customer Success, you will be responsible for:

• Successfully completing a 10-month learn-apply program that includes classroom phases and field phases with your CSM team, enhancing your support in the customer-facing role.
• Immersing yourself in multi-dimensional, experiential learning that focuses on digital transformation, global intelligence, human skills, and business and technology acumen.
• Enhancing your skills in customer retention and driving value realization.
• Receiving onboarding in your local market with on-the-job training and mentoring by a senior CSM professional.
• Transitioning into a direct CSM role in your market upon successful completion of the program.

Requirements

• 2–3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
• Proven ability to deliver strategic guidance and solutions that drive customer success.
• Strong business acumen, including knowledge of business processes and/or industries.
• Proficiency in English to engage with our global network.

Work Conditions
Full-time employment from day one with practical learning application for your role. A cooperative and productive approach is required for working relationships, both internally and externally.