About the company
These are builders touching over 20 industries and 80% of global commerce. You 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.
Bring out your best
They help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, this international group evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, they are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, they help ensure every challenge gets the solution it deserves.
They win with inclusion
Their culture of inclusion, focus on health and well-being and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. They believe they are made stronger by the unique capabilities and qualities that each person brings to our company and they invest in their employees to inspire confidence and help everyone realize their full potential. They ultimately believe in unleashing all talent and creating a better world.
About the role
The Customer Success Manager engages with the 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 this company 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)
- As a people manager, the Specialist Customer Success Manager (S-CSM) Manager is responsible for supporting the success of the team by identifying development opportunities and enabling team members to achieve their goals.
- The S-CSM Manager drives key KPIs such as: Revenue growth, dACV, Go-lives, References, Lead generation
- The role ensures proactive customer engagement to drive long-term customer success across the SAP lifecycle and operates across Market Units and regional Cloud organizations (Sales, Support, Services).
- The S-CSM Manager leads a team by region or industry to scale business operations and drive sustainable customer outcomes.
Key Job Attributes
- Achieves revenue and business case goals defined in customer contracts
- Improves customer retention and referenceability through strong renewal performance
- Improves customer satisfaction aligned with SAP Net Promoter metrics
- Serves as a key member of the customer engagement leadership team
- Drives profitable revenue growth across the customer base
- Provides leadership and operational oversight across customer engagement operations
- Supports regional business development initiatives in collaboration with Sales, Marketing, and Ecosystem teams
- Provides strategic direction to strengthen their Cloud positioning and value proposition
- Oversees account reviews, renewals, and expansion activities
- Develops strategic account plans and operating goals
- Provides feedback to leadership on market conditions and product needs
- Leads organizational development and performance improvement initiatives
- Manages and develops direct reports
About you
Account Management Experience
- 11+ years of experience in customer success, account management or related roles
- Strong customer success mindset with ability to build executive relationships and trusted advisor status (CxO level)
- Proven experience managing complex customer situations and executive discussions
- Demonstrated success driving renewals, expansions, and upsell opportunities in subscription-based environments
- Strong understanding of SAP’s Land, Adopt, Consume, Expand model
Functional Expertise
- Proven knowledge of SCM (Supply Chain Management); industry expertise is a plus
- Experience with cloud software solutions and delivery models
- Experience with complex transformation programs in consulting or advisory environments
- Ability to operate in complex organizations and manage risk mitigation and escalations
Soft Skills
- Strong executive presence and relationship-building skills
- Excellent communication skills (English)
- Strong program and project management capabilities
- Governance and stakeholder management expertise
- Commercial mindset with deal support experience
SAP-Specific Knowledge
- Broad understanding of SAP SCM solutions and business processes
- Established relationships within SAP ecosystem and customer landscape
- Understanding of SAP support processes and tools (e.g., CEW, Totango, CRM, adoption reporting)
- Experience with customer adoption – software consumption – churn
- Significant experience in enterprise software environments
- Leadership experience with multi-cultural teams
- Bachelor’s degree
Location
- The role can be based in Denmark – Benelux – France
Triggered? We like to talk to you
- Send us a short email. Don't hesitate, just contact us.
- We will share more info about the company and context you will work in.
