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

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Job Summary

As a Customer Success Manager within SAPs 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.

Positioned at the core of SAPs Customer Value Journey the CSM owns customer

engagement from post sale activation through steady state adoption. You ensure

alignment between customer goals contracted entitlements and SAP solution

capabilities while executing against SAPs 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 SAPs 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 SAPs 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 SAPs

standard metrics and tooling

Maintain high quality data hygiene across success artifacts risk classification and

engagement tracking

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 SAPs 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 and

customer health

Comfort operating within structured operating models defined governance and

standardized playbooks

Collaboration and Mindset

Customer centric mindset with a strong focus on measurable outcomes

Proactive accountable and comfortable owning results in a matrixed enterprise

environment

Strong collaboration skills across cross functional teams

Commitment to continuous learning and improvement

Education and Additional Requirements

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