Supply Chain Management Customer Success Partner Manager SAP

CSM Role Overview

The Customer Success Manager engages with SAP s customers to drive and accelerate their value realization and to ensure business outcomes are achieved through the consumption of purchased solutions and success service entitlements.

The Customer Success Manager is responsible for the orchestration of resources and execution of activities for a designated set of customer accounts across the lifecycle. This includes post-sales account management strategy development, success plan definition and execution (adoption & consumption), relationship management, issue mitigation, escalation handling, and identification of expansion opportunities.

The role drives mutual success for both the customer and SAP across the full lifecycle.

Core Responsibilities

• Develop and implement account strategies and consumption plans that drive measurable customer outcomes and support subscription renewals

• Build trusted customer relationships to enable value-based consumption and adoption activities

• Monitor SLA performance and maintain high levels of customer satisfaction

• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle

• Use data and tools to manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans

• Act as the primary escalation point for assigned customer accounts

• Contribute to success methodologies, playbooks, and best practices

• Identify opportunities to expand the SAP footprint through additional licenses or services

Leadership Responsibilities (Manager Role)

The CSM Manager plays a critical leadership role, responsible for building, leading, and developing a high-performing CSM team while driving business growth and operational excellence.

Key leadership accountabilities include:

• Lead, coach, and mentor a team of Customer Success Managers, ensuring continuous development, performance improvement, and career growth

• Establish a high-performance culture focused on accountability, customer outcomes, and collaboration

• Drive key business KPIs, including:

-Revenue growth

-dACV

-Customer retention and renewals

-Go-lives and adoption milestones

-Customer references

-Lead generation and expansion pipeline

• Provide strategic direction and operational oversight across customer engagement and supply chain transformation initiatives

• Scale customer success operations across regions or industries to drive consistent and sustainable outcomes

• Lead organizational development initiatives, improving processes, efficiency, and team effectiveness

• region or industry to scale business operations and drive sustainable customer outcomes.

Key Job Attributes

• Strong track record of leading teams and driving revenue growth in enterprise environments

• Deep expertise in Supply Chain Management (SCM), enabling strategic advisory and transformation leadership

• Ability to connect supply chain solutions with customer business value and ROI

• Proven success in improving customer retention, satisfaction, and referenceability

• Recognized as a key leader in customer engagement strategy and execution

• Drives profitable growth through both customer success and supply chain optimization

• Provides executive-level insights on market trends, customer needs, and product direction

• Leads account governance, renewals, and expansion strategies with strong commercial acumen

• Provides feedback to SAP leadership on market conditions and product needs

• Leads organizational development and performance improvement initiatives

• Manages and develops direct reports