SAP NS2 Customer Success Manager / Team Supervisor

SAP•Herndon, VA

21h•$91,900 - $199,000•Hybrid

About The Position

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. 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.

Requirements

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
Must be a US Citizen

Responsibilities

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.