SAP America: Senior Solution Customer Success Manager

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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 Summary

 

As a Customer Success Manager within SAP’s 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 SAP’s 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 SAP’s global customer success standards and operating model. 

 

This role requires consistent execution, strong ownership, and the abilityto 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 SAP’s standard customer success tooling and governance.

 

Key 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

 

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 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,