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About the Role

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.

Responsibilities

Successfully complete a 10-month learn-apply program, which includes classroom phases and field phases with your CSM team, that enhances your support in the CSM role.
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.
Work both behind the scenes and directly with customers.

Requirements

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.
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 network.
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.
Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management (for Melbourne focus).
Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management (for Sydney focus).
Participants may be required to spend four (4) weeks, spread across two trips, in San Ramon, California.
Vacation will not be approved during some critical times of the program.

Skills

AI Adoption Mindset
Agentic AI Day-to Day Practice
Context Engineering
SAP SuccessFactors (Human Capital Management - HCM)
SAP Supply Chain Management (SCM)

Location

Melbourne
Sydney
San Ramon, California

Work Type

Hybrid
Full Time

Experience Level

Early in career
0–3 years of professional work experience

Benefits

Constant learning
Skill growth
Great benefits
Competitive pay

About the Company

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
SAP has 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, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
SAP Next Gen is our global experience for students and early talent (0–3 years of professional work experience).
Being a part of the Next Gen community provides access to a supportive global network, tailored development opportunities, and the ability to contribute to high-impact projects across the business.

Equal Opportunity

We win with inclusion
SAP’s 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.
At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.
We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.