Customer Success Manager

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll 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. We are establishing the Global Finance & Quote-to-Cash Consumption Office to serve as a central accelerator for customer success within the organization. This office will drive alignment with Customer Success Manager (CSM) roles by empowering them with training, resources, and strategic support while collaborating with cross‐functional teams. It will lead adoption initiatives to increase feature utilization, align solutions with customer needs, and track metrics for continuous improvement. The office will also strengthen customer relationships through targeted outreach, advocacy programs, and feedback mechanisms to inform product enhancements. Furthermore, it will play a critical role in reducing churn by analyzing risks, implementing retention strategies, and monitoring customer health metrics. We are looking for team members to join the Global Finance & Quote-to-Cash Consumption Office who will focus on driving adoption & consumption and product use. Successful candidates will have strong knowledge of Finance, Quote-to-Cash products. They will work to improve customer satisfaction, make sure customers use the solutions they have purchased, and create lasting value for customers while reducing the risk of churn. What You'll Do As part of the Global Finance & Quote-to-Cash Consumption Office, you will design, lead, and execute key programs that drive customer adoption, increase feature utilization, and foster long‐term customer success. Your work will directly support regional and global teams, strengthen customer relationships, and improve customer health by addressing key challenges like churn and retention. Collaborating with cross‐functional teams, you will play a vital role in empowering Customer Success Managers (CSMs) and driving meaningful impact in your responsible sub‐solution through the following areas: CSM Support: Provide training, resources, and support to empower CSMs for success, collaborating closely with Regional CSM teams, product teams, product marketing, consulting, and development teams. Consumption: Lead adoption & consumption programs, increase feature utilization, align solutions with customer needs, and track metrics to drive continuous improvement. Customer Outreach: Drive customer engagement through programs, advocacy, feedback, and personalized strategies to build strong relationships and inform product improvements. Churn: Analyze churn, implement retention strategies, develop "save‐the‐customer" workflows, and monitor NRR to mitigate risks and improve customer health. Upsell / Cross‐sell: Identify the opportunities of existing customers and bring in business value driven upsell and cross‐sell leads and programs. What You'll Bring 15+ years of experience in consulting, pre‐sales, or sales of complex enterprise software, with expertise in at least one area such as Accounting & Financial Close, Financial Planning, Working Capital Management, GRC & Global Tax, or Order‐to‐Cash solutions. Understanding of Finance & Quote‐to‐Cash processes and business value. Ability to effectively identify adoption and consumption opportunities and track churn. Ability defining the product performance and deliver the supporting materials to the field. Expert analytical skills in data reporting and interpretation, with the ability to develop actionable plans based on insights. Looking to build experience in designing and implementing scalable customer success programs globally. Exceptional organizational, communication and presentation skills, and ability to express nontechnical concepts clearly and concisely to meet goals and set priorities. Business acumen to communicate at the CFO, CTO, CIO, Product Management, Sales, and other CxO level. Bachelor's degree in Computer Science, Math, Business Administration, Information Systems, or a related field of study. Business‐level English: Fluent. Bachelor equivalent: yes, Masters: desire. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process. #J-18808-Ljbffr