SAP Customer Success Manager (CSM)

DXC Technology

111d

About The Position

The SAP Customer Success Manager (CSM) plays a pivotal role in ensuring customers realize maximum value from their SAP solutions by driving adoption, satisfaction, and long-term success. Acting as a trusted advisor, the CSM guides clients through their SAP journey—aligning products with strategic business goals, fostering strong relationships, and enabling measurable outcomes. This role is also responsible for customer retention, renewals, and growth through upselling and cross-selling, ultimately ensuring sustained value realization across SAP’s product portfolio.

Requirements

• Bachelor’s degree in Business, Information Technology, or related field (MBA preferred).
• 8+ years of experience in Customer Success, Account Management, or Consulting, ideally within SAP or enterprise SaaS.
• Strong knowledge of SAP solutions such as S/4HANA, SuccessFactors, Ariba, Fieldglass and Business Technology Platform.
• Proven track record in account management, renewals, and expansion strategies.
• Exceptional communication, presentation, and executive stakeholder management skills.
• Strong analytical and problem-solving abilities with data-driven decision-making.
• Ability to work effectively in a global, matrixed, and cross-functional environment.

Responsibilities

• Build and sustain strong executive relationships with customer stakeholders (CIO, CHRO, CFO, Business Leaders, IT).
• Serve as the primary point of contact and trusted advisor for assigned accounts post-implementation.
• Align SAP solutions with customer business goals through success planning, roadmap discussions, and business reviews.
• Define tailored engagement strategies based on account health, risk, and growth potential.
• Manage the renewal cycle with a focus on churn prevention and long-term retention.
• Accurately forecast renewals, upsells, and cross-sells in coordination with Sales and Account Executives.
• Drive customer adoption by monitoring solution usage and identifying adoption gaps.
• Deliver enablement, product demonstrations, and training sessions.
• Help customers maximize ROI by aligning solution capabilities with business priorities.
• Identify and pursue opportunities for expansion within existing accounts.
• Collaborate with Sales to set and achieve revenue growth targets.
• Ensure expansion strategies align with customer objectives and business value.
• Lead customer satisfaction and advocacy initiatives.
• Collect, analyze, and act on customer feedback to improve solutions and services.
• Promote success stories, customer references, and case studies.
• Partner with cross-functional teams (Sales, Product, Marketing, Delivery, and Support) to deliver seamless customer experiences.
• Represent the customer’s voice internally to influence product roadmaps and service improvements.
• Participate in strategic planning and execution of customer success programs.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees