SAP Supply Chain Management - Customer Success Partner Expert

Customer Success Manager

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 Mission and Purpose: We put our customers first, so they have the best experience possible with SAP's Supply Chain solutions. We are brave, bold, and deliver on our commitments. We celebrate when our customers win—because their success is our success. The Customer Success Manager (CSM) partners directly with Supply Chain customers to guide them through their journey with SAP solutions, ensuring strong adoption, increased solution consumption, and measurable business value realization leading to retension, expansion, and advocacy. The CSM plays a critical role in building long-term, trusted relationships and driving customer outcomes. The CSM oversees key milestones across the customer lifecycle—from deal signature through onboarding, implementation, adoption, and value realization. Acting as the strategic point of contact, the CSM orchestrates cross-functional collaboration and ensures customers continuously expand their use of SAP solutions to maximize return on investment. The CSM works closely with internal stakeholders (AEs, GAD, LoB Sales Specialists, Services, Support, Solution & Product Management, Deals Desk) and ecosystem partners to maintain strong customer health, accelerate adoption, and unlock new opportunities.

What will you do?

• Territory Management & Customer Insights
• Create and maintain a comprehensive, data-driven view of the territory, including lifecycle stage, adoption levels, consumption trends, and renewal risk
• Leverage usage analytics, customer feedback, and engagement signals to identify opportunities to increase adoption and expand solution consumption
• Develop and execute account strategies and success plans that align with customer business goals and drive measurable outcomes
• Proactively identify risks and implement mitigation plans to protect and grow customer value
• Drive Adoption & Increase Consumption
• Lead structured onboarding and continuous enablement to ensure customers fully adopt SAP Supply Chain solutions
• Design and execute adoption plans that promote feature usage, process optimization, and expansion across business units
• Monitor usage and consumption patterns, proactively addressing gaps and driving corrective actions
• Facilitate workshops, training sessions, and executive value reviews to reinforce solution value and encourage deeper utilization
• Partner with customers to embed SAP solutions into their core business processes, ensuring long-term stickiness
• Build Strategic Customer Relationships
• Establish and nurture trusted, long-term relationships with key stakeholders, including executives and operational leaders
• Act as the Voice of the Customer within SAP, advocating for customer needs and driving internal alignment
• Maintain a regular engagement cadence, including business reviews, value discussions, and strategic planning sessions
• Identify and develop executive sponsors and champions to support adoption and expansion initiatives
• Strengthen customer communities by driving participation in events, advisory boards, and reference programs
• Drive Value Realization
• Define success metrics jointly with customers and track progress toward business outcomes
• Ensure customers achieve their expected ROI through continuous value realization and optimization
• Align SAP capabilities with customer strategic priorities to drive innovation and transformation
• Deliver regular value reviews highlighting achievements, insights, and opportunities for further growth
• Manage Retention & Renewals
• Own and drive the renewal lifecycle in collaboration with CRE and account teams
• Ensure high engagement and satisfaction to secure renewals and minimize churn risk
• Anticipate and address potential renewal obstacles early through proactive engagement and value demonstration
• Upsell & Cross-sell Growth
• Identify and develop opportunities to expand SAP footprint by increasing consumption and introducing additional solutions
• Collaborate with sales teams to position new capabilities aligned with customer needs
• Provide insights on customer usage and business priorities to support targeted growth strategies
• Nurture Customer Advocacy
• Develop strong customer advocates and promote participation in reference programs
• Capture and showcase success stories demonstrating business impact and innovation
• Remove blockers to customer references by ensuring satisfaction and value delivery

Experience and Education: 10+ years' experience in: Managing complex customer engagements, including customer success, account management, or sales Driving adoption, consumption growth, and customer lifecycle management in SaaS or cloud environments Project management, including business process transformation and re-engineering Commercial experience, including account planning and contract negotiations Line of Business experience in Supply Chain Planning - Asset Management, Logistics, and Manufacturing Bachelor's degree required; MBA or equivalent preferred Willingness to travel up to 40% for customer engagement