Customer Success Manager (CSM) SAP Next Gen - SAP Academy for Customer Success - San Ramon (Hybrid)

SAP•San Ramon, CA

6d•$78,000 - $180,700•Hybrid

About The Position

The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with SAP solutions. The role aims to increase customer satisfaction, retention, renewals, references, and upsells for cloud products within an assigned solution portfolio. The CSM oversees key milestones across the customer lifecycle, from deal signature through system provisioning, monitors implementation progress and business case achievement, and serves as the strategic customer contact for the portfolio while coordinating resources across SAP to maintain overall customer health. As part of the SAP Next Gen - Academy for Customer Success, the role begins with a 10-month learn-apply program that combines classroom and field phases with a CSM team. The program covers digital transformation, global intelligence, human skills, business and technology acumen, solution and industry knowledge, and strategy, tools, and processes. Participants receive local-market onboarding, on-the-job training, and mentoring from a senior CSM, with opportunities to work behind the scenes and directly with customers. Full-time employment begins on day one. Following successful completion, participants move into a direct customer-facing CSM role in their market and continue receiving mentoring and coaching. The broader Academy is described as a three-year development journey. The position follows a hybrid work setup, generally involving three days per week in an office or at an office, customer, or partner site. The program may include four weeks in San Ramon, California, spread across two trips. Vacation will not be approved during some critical program periods. SAP states that it is not offering relocation benefits or current or future visa sponsorship for this role.

Requirements

2–3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
Ability to provide strategic guidance and solutions that drive customer success and long-term value.
Experience resolving issues and managing escalations to support customer satisfaction and business continuity.
Cooperative and productive approach to internal and external working relationships.
Ability to learn new concepts quickly, adapt to changing environments, and apply knowledge to deliver results.
Understanding of AI fundamentals, uses, and ethics, including identifying business problems that may be solved with AI.
Strong business acumen, including demonstrated knowledge of business processes and/or industries.
Proficiency in English to engage with SAP's global network.
Curious and agile mindset, passion for learning, and resilience in a fast-paced, evolving environment.
Strong problem-solving, project management, and creative-thinking skills.
Ability to collaborate across teams and communicate ideas clearly and effectively.
Emotional intelligence and cultural awareness to support inclusive teamwork and thoughtful stakeholder engagement.
Results-oriented approach and willingness to take initiative.
Ability to work three days per week in the office or at a customer or partner site under the hybrid work setup.

Nice To Haves

Knowledge of SAP Finance & Spend Management, including accounting, procurement, or supplier management.
Knowledge of S/4HANA Finance, Finance & Quote to Cash, or procurement.
Knowledge of SAP SuccessFactors or human capital management, including core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, or sales performance management.
Knowledge of SAP Supply Chain Management, including supply chain, asset management, manufacturing, logistics, or product and project lifecycle management.
Knowledge of SAP Customer Experience, including e-commerce, sales, customer service, or marketing processes.
Knowledge of SAP Business Transformation Management, including business process management or business process automation applications.
Knowledge of SAP Business Technology Platform or SAP Business Data Cloud, including database and data management, analytics, application development and integration, intelligent technologies, or AI.
Understanding of integration, application, data, infrastructure, and security technology domains.
Knowledge or practice in AI adoption, agentic AI, and context engineering.

Responsibilities

Guide customers through their business journey with SAP solutions.
Increase customer satisfaction, retention, renewals, references, and cloud-product upsells within the assigned solution portfolio.
Oversee key customer milestones from deal signature through system provisioning.
Monitor implementation progress and achievement of customer business cases.
Serve as the strategic point of contact for customers within the assigned solution portfolio.
Leverage resources across SAP functions to maintain overall customer health.
Complete the 10-month learn-apply program, including classroom and field phases.
Develop skills in the solution portfolio, customer retention, and value realization.
Participate in local-market onboarding, on-the-job training, and mentoring by a senior CSM.
Upon successful program completion, transition into a direct customer-facing CSM role and continue mentoring and coaching.