SAP is a leader in enterprise resource planning software, and they are seeking a Customer Success Manager within their Supply Chain Management portfolio. The role involves driving customer adoption and success, acting as a trusted advisor to ensure measurable business outcomes for enterprise customers.
Responsibilities
- 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
- 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
- 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
- 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 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 SAP’s global customer success standards, governance, and lifecycle practices
Skills
- 3-6 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
- 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
- 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
- Bachelor's degree required. Business, supply chain, or technology related field preferred
- Willingness to travel based on customer and territory needs
- 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
- Experience with customer success platforms, CRM systems, or related tooling
Benefits
- SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role.
- Please reference this link for a summary of SAP benefits and eligibility requirements: [SAP North America Benefits](https://www.sapnorthamericabenefits.com/en/public/welcome).
Company Overview
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services. It was founded in 1972, and is headquartered in Walldorf, Baden-Wurttemberg, DEU, with a workforce of 10001+ employees. Its website is https://www.sap.com.
