Customer Success Manager

About the role

The Customer Success Manager (CSM) works directly with customers to guide them through their business journey using SAP cloud solutions. The role focuses on increasing customer satisfaction, retention, renewals, references, and upsells while overseeing key milestones from deal signature to implementation.

Key responsibilities

• Guide customers through the SAP solution lifecycle, ensuring successful provisioning, implementation, and business case achievement.
• Serve as the strategic point of contact, coordinating resources across SAP functions to maintain overall customer health.
• Complete a 10‑month learn‑apply program that combines classroom and field phases, focusing on digital transformation, AI fundamentals, and solution/industry knowledge.
• Deliver strategic guidance, manage escalations, and drive value realization to achieve retention and upsell targets.

Required profile

• 2–3 years of experience supporting customers and driving business transformation, preferably in consulting or account management.
• Proven ability to deliver strategic guidance, resolve issues, and manage escalations.
• Strong business acumen with understanding of AI fundamentals, uses, and ethics.
• Excellent English communication skills and a collaborative, adaptable mindset.