Customer Success Partner Manager

We help the world run better 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.

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)

As a people manager, the Specialist Customer Success Manager (S-CSM) Manager is responsible for supporting the success of their team by identifying development opportunities and enabling team members to achieve their goals.

The S-CSM Manager drives key KPIs such as:

• Revenue growth
• dACV
• Go-lives
• References
• Lead generation

The role ensures proactive customer engagement to drive long-term customer success across the SAP lifecycle and operates across Market Units and regional Cloud organizations (Sales, Support, Services).

The S-CSM Manager leads a team by region or industry to scale business operations and drive sustainable customer outcomes.

Key Job Attributes

• Achieves revenue and business case goals defined in customer contracts
• Improves customer retention and referenceability through strong renewal performance
• Improves customer satisfaction aligned with SAP Net Promoter metrics
• Serves as a key member of the customer engagement leadership team
• Drives profitable revenue growth across the customer base
• Provides leadership and operational oversight across customer engagement operations
• Supports regional business development initiatives in collaboration with Sales, Marketing, and Ecosystem teams
• Provides strategic direction to strengthen SAP Cloud positioning and value proposition
• Oversees account reviews, renewals, and expansion activities
• Develops strategic account plans and operating goals
• 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

Account Management Experience

• 11+ years of experience in customer success, account management, or related roles
• Strong customer success mindset with ability to build executive relationships and trusted advisor status
• Proven experience managing complex customer situations and executive discussions
• Demonstrated success driving renewals, expansions, and upsell opportunities in subscription-based environments
• Strong understanding of SAP’s Land, Adopt, Consume, Expand model

Functional Expertise

• Expert domain knowledge within SCM (Supply Chain Management); industry expertise is a plus
• Experience with cloud software solutions and delivery models
• Experience with complex transformation programs in consulting or advisory environments
• Ability to operate in complex organizations and manage risk mitigation and escalations

Soft Skills

• Strong executive presence and relationship-building skills
• Excellent communication skills
• Strong program and project management capabilities
• Governance and stakeholder management expertise
• Commercial mindset with deal support experience

SAP-Specific Knowledge

• Broad understanding of SAP SCM solutions and business processes
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