Solution Customer Success Manager - 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, and we need your unique talents to help shape what's next. 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 DESRIPTION 

What you’ll do

As a Solution Customer Success Manager (S‑CSM) focused on Supply Chain, you are a trusted advisor who maximizes customer lifetime value by delivering solution‑area expertise to executive and line‑of‑business leaders, accelerating near‑term value via rapid adoption and consumption of SAP solutions. You own end‑to‑end customer success from post‑sale activation through steady‑state adoption in a high‑touch model, ensuring alignment between customer goals, contracted entitlements, and SAP capabilities.

 

Customer Adoption & Value Realization

- Own success for assigned Supply Chain customers across Planning, Logistics, Manufacturing, Asset Management, and SAP Business Network.

- Drive activation, adoption, and consumption aligned to customer objectives and contractual entitlements.

- Build deep executive relationships; guide best practices and transformation roadmaps to accelerate time‑to‑value.

- Develop and maintain Adoption Plans, Success Plans, and consumed ACV plans using standard customer success tooling.

 

Renewals, Revenue Protection & Expansion

- Support accurate renewal forecasting, including early risk identification and mitigation.

- Manage ACV at Risk with structured mitigation actions.

- Ensure consistent value realization and executive alignment.

- Identify and qualify expansion opportunities using needs, usage patterns, and solution adjacencies.

 

Engagement & Orchestration

- Deliver structured engagements: onboarding, value check‑ins, and executive business reviews.

- Orchestrate collaboration across Sales, Services, Product, Customer Success & Delivery, and partners.

 

Risk Management & Operational Excellence

- Monitor customer health, adoption progress, and consumption trends using standard metrics.

- Maintain strong data hygiene across success artifacts.

- Apply global customer success standards, playbooks, and governance.

 

What you bring

- Location Preference: Atlanta, GA or Plano, TX  

- 5+ years in Customer Success, Account Management, Consulting, or similar roles.

- Strong executive presence and relationship‑building skills.

- Experience with value‑based customer success, adoption‑driven engagement, and renewal execution.

- Knowledge of SAP SCM solutions or end‑to‑end supply‑chain processes.

- Technical understanding of assigned solution areas.

- Bachelor’s degree (business, supply chain, or technology preferred).

- Willingness to travel; experience with customer success platforms preferred.

-Proven ability to handle difficult customer situations and discuss complex issues with customer executives

-Cross/up-sell and pipeline generation responsibilities

Preferred Qualifications

- Experience with SAP enterprise customers.

- Exposure to renewal forecasting, churn mitigation, and expansion.

- Familiarity with SAP Success Services.

 

Meet your team

You’ll work closely with SAP MU leadership, account teams, industry teams, solution management, and partners to ensure value delivery.

 

Skills you’ll use

- Professional: Business acumen, complex problem solving, communication, customer orientation, trust‑building, influencing.

- Technical: KPIs, AI, SaaS, technology innovation, SAP Cloud Suite, RISE & GROW with SAP.

- SCM‑specific: Adoption planning, renewal forecasting, ACV at Risk, executive EBRs, supply‑chain domain expertise.

 

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