Customer Success Partner Manager

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative caring team environment with a strong focus on learning and development recognition for your individual contributions and a variety of benefit options for you to choose from. Apply now!

Job Overview:

We are seeking a results-driven and experienced Customer Success Director to lead a high-performing team that is responsible for customer adoption engagement consumption and overall success. This role will focus on managing a group of customer success managers (CSMs) to drive customer satisfaction maximize product usage and foster long-term relationships. The Director will also oversee customer retention and renewals ensuring continued value realization and revenue growth associated with renewals.

Key Responsibilities:

Team Leadership & Development:

o Lead mentor and manage a team of Customer Success Managers (CSMs) to drive adoption engagement and satisfaction across a diverse customer base.

o Set clear performance goals and KPIs for the team ensuring alignment with company-wide objectives.

o Develop and implement training programs to ensure the team is equipped with the necessary knowledge and skills to succeed.

o Provide regular coaching and feedback to team members supporting their growth and career development.

Customer Adoption & Consumption:

o Drive the teams efforts in increasing customer adoption and consumption of the product by aligning customer needs with the features and capabilities of the software.

o Collaborate with customers to define success metrics and help them realize the full value of the solution ensuring high engagement and product usage.

o Work closely with Sales Marketing and Product teams to identify opportunities for customers to enhance their usage and derive greater value.

Revenue Retention & Growth:

o Take ownership of customer retention ensuring customers are consistently renewing and expanding their contracts.

o Identify opportunities for upselling and cross-selling within the existing customer base to drive incremental revenue growth tied to renewals.

o Work with customers to identify their evolving business needs and help them scale through additional services features or product modules.

Strategic Relationship Management:

o Build and maintain long-term trusted relationships with key customer stakeholders to drive customer satisfaction and loyalty.

o Act as the customers advocate within the organization ensuring their feedback and needs are communicated to internal teams (e.g. Product Engineering).

o Monitor and report on customer health scores identifying at-risk customers and implementing strategies for retention and re-engagement.

Reporting & Metrics:

o Track and report on key metrics related to customer success including adoption rates churn renewals expansion revenue and overall customer satisfaction.

o Regularly provide executive-level reports on team performance customer trends and actionable insights to drive continuous improvement.

Qualifications:

10 years of experience in customer success account management or related roles within a SaaS or tech environment.

7 years of experience in a leadership position managing and developing a team of Customer Success professionals.

Strong understanding of SaaS business models and KPIs particularly related to customer retention renewals and expansion revenue.

Proven track record of driving customer success retention and revenue growth within a SaaS company.

Excellent communication in both Mandarin English and relationship-building skills with the ability to engage effectively with both customers and cross-functional teams.

Strong analytical skills with the ability to use data to make informed decisions and drive customer outcomes.

Experience with customer success software (e.g. Gainsight) and CRM tools (e.g. Salesforce).

A proactive customer-centric mindset with a passion for driving customer value and long-term partnerships.

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
SAPs 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.

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Requisition ID: 442865 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Management Employment Type: Limited Full Time Additional Locations: #LI-Hybrid