The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM is responsible for increasing customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement.
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As a CSM within the SAP Academy for Customer Success, you will be responsible for:
- Successfully completing a 10-month learn-apply program, which includes classroom and field phases with your CSM team, enhancing your support in the CSM role.
- Immersing yourself in multi-dimensional, experiential learning focused on digital transformation, global intelligence, human skills, and strategy/tools/process.
- Enhancing skills around managing customer retention and driving value realization.
- Receiving onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field.
- Transitioning into a direct customer-facing CSM role after successful program completion.
CSM Focus Areas
- SAP Finance & Spend Management (F&S) – Knowledge in areas such as accounting, procurement, and supplier management.
- SAP SuccessFactors (Human Capital Management - HCM) – Knowledge in core HR, payroll, and talent management.
- SAP Supply Chain Management (SCM) – Knowledge in Supply Chain, Asset Management, and Manufacturing.
What You Bring
- 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.
- A cooperative and productive approach to working relationships, internally and externally.
- Strong ability to quickly learn new concepts and adapt to changing environments.
- Understanding of AI fundamentals to identify business problems solvable with AI.
- Proficiency in English to engage with our global network.
Work Conditions
- Hybrid work setup consisting of three days a week in the office or on-site with customers or partners.
- Practical and immersive program portions likely to involve participants spending four (4) weeks in San Ramon, California.
- Participants must be fully engaged during intensive phases of the program, as vacation will not be approved during critical times.
This opportunity offers a unique chance to build a global network, collaborate with customers to solve business challenges, and gain hands-on experience with world-class cloud solutions while earning competitive pay and benefits.
