Digital Customer Success Manager (DCSM)
SAPAbout the role
Requisition ID: 453215
Work Area: Sales
Expected Travel: 0 - 40%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2-2
Additional Locations:
Original Posting Date: 06/15/2026
Job Title: Digital Customer Success Manager (DCSM)
Location: Newtown Square, PA
Work Model: Hybrid Work Model
Purpose and Objective:
SAP America, Inc. seeks a Digital Customer Success Manager (DCSM) at our Newtown Square, PA location to engage, enable, and support customers in assigned region on post-sales engagement methodology and post sales related topics cross cloud or LOB specific.
Expectations and Tasks:
Provide value and expertise regarding specific LOBs, in order the continuity of the customer's (and their customer's) cloud subscription-based solutions and maximizing their usage at the product level. Support assigned customers to establish their own customer success practice to utilize best practices, monitor adoption, and collect feedback to continuously improve processes and tools to ensure Customer Success. Establish a sustainable Customer Success practice that drives cloud subscription adoption, renewals, and the expansion of SAPs footprint. Assure customer value realization, secure renewals, reduce cancellations and enable business expansion. Govern and direct work to enable customers on the documentation and support of their customer’s business strategy and objectives and goals. Review business cases to facilitate value realization checks with assigned customers. Execute Customer-level Relationship Assessments and coordinate and consolidate LOB Relationship Assessments. Stay knowledgeable on customers’ industry, business strategy and market conditions/climate. Simplify the customer engagement model by acting as the post-sales SAP face to the customer. Identify and mitigate risks to current and future recurring revenue. Assure customer has a success plan for all their entitlements Consumption and Commercials.
Education and Occupational Experience:
Bachelor’s degree or foreign equivalent in Business Administration, Computer Science, Engineering or a related field of study and two (2) years of experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Business Administration, Computer Science, Engineering or a related field of study.
Qualifications/Skills and Competencies Experience:
Prior experience, internship or academic coursework to include each of the following:
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SAP Enterprise Resource Planning (ERP) including integration and SAP HANA Platform;
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SAP S/4HANA Private and Public Cloud solutions;
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Drive RISE Adoption Framework for SAP S/4HANA Private and Public Cloud customers;
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Secure early renewals, replacements, and upsells on Cloud Subscriptions; and
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Renewal forecasting and customer churn prevention analysis.
Travel: Position requires up to 40% domestic travel to various and unanticipated customer sites nationwide to implement SAP business solutions.
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