Customer Success Manager (CSM), Supply Chain Management (SCM)

Overview

Customer Success Manager (CSM), Supply Chain Management (SCM)

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. 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.

Job Summary

As a Customer Success Manager within SAP’s Supply Chain Management portfolio, you are responsible for driving customer adoption, value realization, and long term success for assigned enterprise customers. You act as a trusted advisor, helping customers achieve measurable business outcomes that support renewal success, revenue protection, and expansion. The CSM owns customer engagement from post sale activation through steady state adoption, ensuring alignment between customer goals, contracted entitlements, and SAP solution capabilities while executing against SAP’s global customer success standards and operating model. This role requires consistent execution, strong ownership, and the ability to operate independently across complex customer environments. This position operates within a High Touch engagement model, with named customer ownership at the territory and solution level and execution anchored in SAP’s standard customer success tooling and governance.

Key Responsibilities

• Customer Adoption and Value Realization
• Own end to end customer success for assigned Supply Chain Management customers across Planning, Logistics, Manufacturing, Asset Management, and SAP Business Network solutions
• Drive customer activation, adoption, and consumption in alignment with customer business objectives and contractual entitlements
• Develop, maintain, and execute Adoption Plans, Success Plans, and consumed ACV plans using SAP’s standard customer success tooling
• Translate customer goals into actionable adoption milestones and clearly defined value outcomes
• Guide customers through solution best practices and transformation roadmaps to accelerate time to value and long term adoption
• Support customers through business and technology change associated with cloud transformation and process modernization
• Renewals, Revenue Protection, and Expansion
• Own accurate renewal forecasting for assigned accounts, including timely risk identification, mitigation planning, and forecast hygiene
• Proactively manage ACV at Risk by identifying early warning signals and executing structured mitigation actions
• Support successful renewals through consistent value realization, executive alignment, and documented customer outcomes
• Identify and qualify expansion opportunities by understanding customer needs, usage patterns, and solution adjacencies
• Contribute to territory level performance through strong renewal execution, consumption growth, and expansion signals
• Engagement and Orchestration
• Serve as a trusted advisor to customer stakeholders, building strong relationships with both business and IT leaders
• Plan and deliver structured customer engagements, including onboarding, value check-ins, and executive business reviews that directly support renewal outcomes and executive alignment
• Ensure executive engagements clearly articulate value delivered, adoption progress, risks, and forward-looking priorities
• Orchestrate internal collaboration across Sales, Services, Product, and Customer Success and Delivery roles
• Coordinate Success Services delivery models to ensure alignment with contracted services and customer lifecycle objectives
• Risk Management and Operational Excellence
• Monitor customer health, adoption progress, and consumption trends using SAP’s standard metrics and tooling
• Maintain high quality data hygiene across success artifacts, risk classification, and
• Execute defined customer success playbooks consistently across onboarding, adoption, risk management, and renewal phases
• Leverage approved risk mitigation initiatives, renewal recovery motions, and adoption focused campaigns
• Represent the voice of the customer internally by sharing feedback on adoption challenges, product gaps, and market needs
• Consistently execute SAP’s global customer success standards, governance, and lifecycle practices

What You Bring

Experience and Skills

• Three to six years of experience in Customer Success, Account Management, Consulting, or a related customer facing role
• Experience supporting enterprise SaaS or cloud solutions, ideally within supply chain, ERP, or operational domains
• Strong understanding of value based customer success, adoption driven engagement, and renewal focused execution
• Demonstrated ability to independently manage complex customer portfolios with multiple stakeholders
• Strong communication skills with the ability to engage and influence executive audiences

Business and Technical Acumen

• Familiarity with SAP Supply Chain Management solutions or a strong understanding of end to end supply chain processes
• Ability to connect solution capabilities to customer business outcomes and measurable KPIs
• Experience working with customer success metrics such as adoption, consumption

Collaboration and Mindset

• Customer centric mindset with a strong focus on measurable outcomes
• Proactive, accountable, and comfortable owning results in a matrixed enterprise
• Strong collaboration skills across cross functional teams
• Commitment to continuous learning and improvement

Education and Additional Requirements

• Bachelor’s degree required. Business, supply chain, or technology related field preferred
• Willingness to travel based on customer and territory needs
• Experience with customer success platforms, CRM systems, or related tooling preferred

Preferred Qualifications

• Experience working with SAP solutions and large enterprise customers
• Exposure to renewal forecasting, churn mitigation, and expansion motions
• Familiarity with SAP Success Services delivery models
• Experience operating in a territory based or solution aligned customer assignment model

Bring out your best. SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 446557 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid