Apprenticeship: Customer Success Management F/M

Job Description

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.

What you'll build:

Within the Customer Success organization, the apprentice will act as an operational lead supporting the Head of Customer Success.

The primary objectives of the role are to:

• Strengthen performance management (cACV, adoption, KPIs)
• Improve the effectiveness of the Customer Success Office
• Deliver high-value business insights to support decision-making
• Drive innovation through the use of AI tools and automation

Key Responsibilities:

1. Customer Success Performance Management

• Prepare content and materials for Industry Adoption Reviews
• Build strong technical expertise on cACV, in collaboration with Operations teams
• Support the monthly cACV forecasting process
• Contribute to variance analysis and action planning

2. Adoption KPI Management

• Manage and maintain adoption KPI tracking tools
• Ensure regular updates of Health Performance Indicators (HPI)
• Guarantee data accuracy, consistency, and reliability
• Analyze adoption trends and provide actionable insights

3. Customer Support Programs Optimization

• Support the maximization of key customer programs such as:
• RRP (Renewal Rescue Program)
• Cloud Credit Initiatives
• Develop customer scenario analyses (usage, consumption, potential ROI)
• Identify optimization opportunities and recommend actions

4. Customer Success Office & Governance

• Prepare monthly executive updates
• Maintain and enhance:
• Data collection forms
• Reporting frameworks and tools
• Analyze business trends and generate insights
• Manage and track Internal Orders (IO)

5. Innovation & Artificial Intelligence

• Build a strong understanding of SAP AI tools and capabilities
• Identify relevant use cases to improve team efficiency, with a focus on churn and cACV, as well as escalation management optimisation.
• Design and experiment with simple AI agents to:
  • Automate analyses
  • Streamline reporting
  • Increase team productivity
  • Identify low hanging fruits / quick wins

What you bring:

Education:

Master’s level (Business School, Engineering School, or equivalent)

Core Skills:

• Strong analytical and problem-solving skills
• Interest in data, business performance, and KPIs
• Proficiency in Excel; knowledge of reporting tools (e.g., Power BI) is a plus
• Excellent written communication skills (presentations, executive summaries)
• High level of attention to detail and organization

Technical Skills (Preferred)

• Interest in SAP ecosystem and technologies
• Exposure or strong interest in:
  • Generative AI
  • Automation
  • Data analytics

Soft Skills:

• Proactive and highly autonomous
• Structured and results-oriented mindset
• Ability to thrive in a fast-paced, demanding environment
• Strong intellectual curiosity
• Confidence interacting with senior stakeholders

Start date: September 2026 or as soon as possible

Duration: 12 months

Where you belong:

Reporting line: Head of Customer Success

Why Take This Role?

• Direct exposure to Customer Success leadership
• End-to-end visibility on strategic and operational topics
• Fast development in strategy, operations, and AI
• High-impact role with strong executive visibility

This contract is subject to remuneration in line with the applicable collective agreement (Convention SYNTEC).

Bring out your best
SAP innovations 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, 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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

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.

Requisition ID: 455007 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid

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