Customer Success Manager - SAP Academy for Customer Success - UK (Hybrid)

Customer Success Manager - SAP Academy for Customer Success - UK (Hybrid)

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.

Who You'll Become

The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM works to increase customer satisfaction, retention, renewals, references, and upsells for cloud products within their assigned solution portfolio. The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The CSM is expected to serve as the strategic point of contact for the customer within the assigned solution portfolio and to leverage appropriate resources across SAP functions to maintain overall customer health.

What You'll Do

• Successfully complete a 10 month learn apply program, which includes classroom phases and field phases with your CSM team, enhancing your support in the CSM role, a critical customer facing function within our dynamic Customer Success board area.
• Immerse yourself in multi dimensional, experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, solution/industry knowledge, and strategy/tools/process.
• Enhance skills around your solution portfolio, managing customer retention, and driving value realization.
• Receive onboarding in your local market with on the job training and mentoring by a senior CSM professional in the field. You will have the opportunity to work both behind the scenes and directly with customers.

What You Bring

• 2-3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
• Proven ability to deliver strategic guidance and solutions that drive customer success and long term value, coupled with experience in resolving issues and managing escalations to ensure satisfaction and business continuity.
• A cooperative and productive approach to working relationships, internally and externally.
• A strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
• An understanding of AI fundamentals, uses, and ethics, to identify business problems solvable with AI.
• Strong business acumen, including demonstrated knowledge of business processes and/or industries.
• Proficiency in English to engage with our global and local network.
• AI focus areas: AI Adoption Mindset, Agentic AI Day to Day Practice, and Context Engineering.
• A curious and agile mindset, with a passion for learning and the resilience to adapt in a fast paced, evolving environment.
• Strong problem solving, project management, and creative thinking skills, with the ability to collaborate across teams and communicate ideas clearly and effectively.
• Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement.
• A growing foundation in business acumen and emerging technologies, especially artificial intelligence, paired with a results oriented approach and the courage to take initiative.

CSM Focus Areas

SAP Finance & Spend Management (F&S) - Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency.

• S/4HANA Finance
• Finance & Quote to Cash (Q2C)
• Procurement

SAP SuccessFactors (Human Capital Management - HCM) - Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.

SAP Supply Chain Management (SCM) - Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management.

SAP Customer Experience (CX) - Knowledge of e commerce, sales, customer service, and marketing processes.

SAP Business Transformation Management (BTM) - Knowledge in Business Process Management/Business Process Automation applications.

SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) - Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI. Understanding of Integration, Application, Data, Infrastructure, and Security technology domains.

About SAP Academy for Customer Success

The SAP Academy for Customer Success offers a three year journey that drives accountability and enhances productivity. It enables graduates to make a quick impact in customer facing roles while fostering career longevity and leadership potential.

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.

Please note that any violation of these guidelines may result in disqualification from the hiring process.