Strategic Customer Success Manager: Growth & Retention

Travel: 0 - 10%

Si le interesa solicitar este empleo, por favor, asegúrese de cumplir los siguientes requisitos que se enumeran a continuación.
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 and to leverage appropriate resources across SAP functions to maintain overall customer health.

What You’ll Do

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• Successfully complete a 10‑month learn‑apply program, including classroom phases and field phases with your CSM team, to enhance your support in the CSM role.
  
• Immerse yourself in experiential learning focused 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, working both behind the scenes and directly with customers.
  

What You Bring

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• 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, with experience resolving issues and managing escalations.
  
• Cooperative and productive approach to working relationships, internally and externally.
  
• Strong ability to learn new concepts quickly, 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 our global network.
  
• A curious, agile mindset, passion for learning, and resilience to adapt in a fast‑paced, evolving environment.
  
• Strong problem‑solving, project management, and creative thinking skills with ability to collaborate across teams and communicate ideas clearly.
  
• Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement.
  
• Growing foundation in business acumen and emerging technologies, especially artificial intelligence, paired with a results‑oriented approach and courage to take initiative.
  

CSM Focus Areas

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• SAP Finance & Spend Management (F&S) – knowledge in accounting, procurement, and supplier management.
  
• SAP SuccessFactors (Human Capital Management – HCM) – knowledge of core HR, payroll, talent management, employee experience, HR analytics, and workforce planning.
  
• SAP Supply Chain Management (SCM) – knowledge of supply chain, asset management, manufacturing, logistics, or product and project lifecycle management.
  
• SAP Customer Experience (CX) – knowledge of e‑commerce, sales, customer service, and marketing processes.
  
• SAP Business Transformation Management (BTM) – knowledge of business process management and automation applications.
  
• SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) – knowledge of data management, analytics, application development, integration, intelligent technologies, AI, and related technology domains.
  

Other Information

AI Usage in the Recruitment Process: For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

EEO Statement: The SAP Academy for Customer Success is an equal‑opportunity workplace and is an affirmative action employer. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity, protected veteran status, or disability. xcskxlj Successful candidates may be required to undergo background verification.

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