HCM Customer Success Manager (partner - delivered Customer Focus)

SAP Successfactors Customer Success Manager (CSM)

The SAP SuccessFactors Customer Success Manager (CSM) plays a critical role in supporting customers using SAP SuccessFactors after the sales cycle has been completed. In this role, you will build strong and trusted relationships with customers and internal stakeholders, always working in the best interests of the customer to ensure ongoing business success and transformation.

This position specifically focuses on supporting customers who have purchased and implemented SAP solutions through our partner ecosystem (referred to here as "Indirect customers"). You will lead the development and execution of engagement models tailored to these customer segments, and work closely with key partners to enhance their capabilities and jointly drive customer success.

Key Responsibilities:

• Build trusted relationships with key stakeholders at both customer organizations and SAP partners.
• Design and continuously refine engagement models for Indirect customers, leveraging global frameworks and resources in collaboration with partners.
• Plan and execute enablement activities for strategic partners.
• Share Customer Success best practices and support partner-led customer engagements.
• Collaborate closely with partner teams, account executives, and sales to deliver maximum value to customers.
• Understand the customer's business strategy and environment, and support the effective adoption of SAP SuccessFactors.
• Ensure consistent and value-driven engagement from onboarding through expansion and growth.
• Create and execute Success Plans tailored to each customer's goals and circumstances.
• Promote scalable adoption through partner-led customer engagement initiatives.
• Act as an escalation point when product-related incidents occur.
• Collaborate with SAP internal teams and partners to ensure timely and effective resolution of customer issues.
• Take ownership of partner engagement strategies, continuously developing your knowledge and capabilities.
• Collaborate with global and local teams to share best practices and learnings across the organization.

Knowledge, Skills, and Competencies:

• Customer-centric mindset with experience working within a partner ecosystem.
• Solid understanding of customer lifecycle management in the context of cloud-based solutions.
• Experience in delivering services or enablement programs to/through partner organizations.
• Proven ability to collaborate across departments and influence stakeholders without direct authority.
• Strong communication and facilitation skills in both Japanese and English.
• Ability to manage multiple stakeholders including customers, partners, and internal teams.

Education and Work Experience:

• Bachelor's or Master's degree in Business, Information Technology, or a related field.
• 2–3+ years of customer-facing experience in Customer Success, Sales, Partner Enablement, or Consulting roles.
• Experience in working with partner ecosystems or reseller models is a strong advantage.
• Familiarity with SAP SuccessFactors and SAP BTP is a plus.
• Experience with SaaS-based customer engagement or program design is also a plus.