SAP NS2 Customer Success Manager / Team Supervisor

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. 

 

COMPANY DESCRIPTION
SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

 

Must be a US Citizen; this position requires access to customer data. All internals must have Manager’s approval to transfer.

 

POSITION SUMMARY

The Customer Success Manager / Team Supervisor will be managing a team of Multi-Tenant Customer Success Advisors (CSA) under the SAP NS2 Delivery Engineering Hub. This position is responsible for leading and developing a team of CSA’s, ensuring high-quality customer support and engagement across all lines of business.This role oversees team operations, provides coaching and performance management, and drives continuous improvement. This leader serves as an escalation point, fosters cross-functional collaboration, and ensures strict adherence to customer security protocols.

 

Responsibilities and Tasks

• Lead, mentor, and manage a team of Customer Success Advisors (CSA), including performance reviews, goal setting, coaching, and career development.
• Oversee daily workflow, ensuring timely, high‑quality inbound and outbound (phone, email, chat) support.
• Act as an escalation point for complex cases, production-down situations, and customer concerns.
• Establish team KPIs, monitor performance, and drive accountability through metrics.
• Develop and maintain a regular communication cadence with key customers and stakeholders.
• Ensure the team effectively diagnoses and anticipates customer needs, while promoting proactive case management.
• Collaborate closely with internal support teams, technical resources, and leadership on high-impact issues.
• Lead improvement or prevention projects to enhance support processes and customer experience.
• Promote adoption of CRM tools, internal methodologies, and best practices across the team.
• Foster a positive, collaborative team culture emphasizing continuous learning, quality, and customer success.

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Bachelor’s Degree + 5–8 years of relevant customer-facing experience OR Master’s Degree + 3–6 years of experience
• Minimum 2+ years of people management experience, including coaching, performance management, and team development
• Experience with CRM tools preferred
• Demonstrated success in creative problem solving and solutioning for customers and teams
• Proven ability to communicate and present effectively at all organizational levels with discretion where needed
• Strong leadership competencies, including:
• Ability to build high-performing teams
• Strength in conflict management and de-escalation
• Skill in motivating and developing team members
• Ownership mindset and strong decision-making skills
• Ability to deliver results under pressure, manage competing deadlines, and drive operational excellence
• Strong organizational skills with focus on accuracy, follow-through, and quality

 

 

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.  

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