Customer Success Manager (CSM)

About

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Who You’ll Become

The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM works to increase 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. The CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.

What You’ll Do

• Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support in the CSM role, a critical customer-facing function within our dynamic Customer Success board area.
• Immerse yourself in multi-dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
• Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
• Receive onboarding in your local market with on-the-job training and mentoring by a senior CSM professional in the field.
• Work both behind the scenes and directly with customers.
• Serve as the strategic point of contact for customers within assigned solution portfolio.
• Leverage SAP resources to maintain overall customer health.
• Oversee key customer milestones from deal signature through system provisioning, implementation progress, and business case achievement.

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 and long-term value.
• Experience in resolving issues and managing escalations to ensure satisfaction and business continuity.
• Cooperative and productive approach to working relationships internally and externally.
• Strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
• Understanding of AI fundamentals, uses, and ethics to identify business problems solvable with AI.
• Strong business acumen including knowledge of business processes and/or industries.
• Proficiency in English to engage with global network.
• AI focus areas: AI Adoption Mindset, Agentic AI Day-to-Day Practice, and Context Engineering.
• Curious and agile mindset with passion for learning and resilience to adapt in fast-paced environment.
• Strong problem-solving, project management, and creative thinking skills.
• Emotional intelligence and cultural awareness supporting inclusive teamwork and stakeholder engagement.
• Growing foundation in business acumen and emerging technologies, especially artificial intelligence.
• Results-oriented approach and courage to take initiative.

CSM Focus Areas

• SAP Finance & Spend Management (F&S): accounting, procurement, supplier management.
• SAP SuccessFactors (HCM): HR and payroll, talent management, employee experience, HR analytics.
• SAP Supply Chain Management (SCM): supply chain, asset management, manufacturing, logistics.
• SAP Customer Experience (CX): e-commerce, sales, customer service, marketing.
• SAP Business Transformation Management (BTM): business process management and automation.
• SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC): database, analytics, application development, integration, intelligent technologies, AI.

About SAP Academy For Customer Success

The SAP Academy for Customer Success offers a three-year journey that drives accountability and enhances productivity. It enables graduates to make a quick impact in customer-facing roles while fostering career longevity and leadership potential.

Join us for a unique opportunity to build a global network, collaborate with customers to solve real business challenges, and gain hands-on experience with world-class cloud solutions — all while learning in a dynamic environment and earning competitive pay and benefits.

Work Environment

SAP’s employees across different regions are enabled to do their best job with the right mix of office and remote work according to country-specific guidelines and regulations. Our hybrid work setup consists of three days a week in the office or on-site with customers or partners.

The program includes a practical and immersive portion likely involving four weeks in San Ramon, California, spread across two trips, providing hands-on learning and networking opportunities.

During intensive phases, full engagement and presence are critical; vacation will not be approved during some critical times.

Inclusion and Equal Opportunity

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities.

Qualified applicants will receive consideration without regard to age, race, religion, gender, sexual orientation, gender identity, veteran status, or disability.

Additional Information

Successful candidates might be required to undergo background verification.

For information on the responsible use of AI in recruitment, refer to SAP's Guidelines for Ethical Usage of AI in Recruiting Process.