Customer Success Manager - Spend Management (Procurement)

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.

Key Areas of Responsibility and Tasks

The Customer Success Manager (CSM) for Spend Management is responsible for driving customer adoption, value realization, and expansion across the SAP Spend Management portfolio. This role focuses on ensuring customers achieve their desired business outcomes across procurement and external workforce processes, while maximizing long-term value and retention.

The SAP Spend Management portfolio includes:

• SAP Ariba Strategic Sourcing (Negotiation, Contracts and Supplier Management)
• SAP Ariba Category Management
• SAP Ariba Buying (Catalogs and Purchase Requisition)
• SAP S/4HANA Central Procurement
• SAP Fieldglass (External Workforce and Services Management)
• SAP Signature Management by DocuSign (Electronic Signature)

The CSM acts as a trusted advisor to Procurement, Finance, and Business stakeholders, partnering closely with Sales, Services, and Partners to drive adoption, identify growth opportunities, and ensure customer success throughout the lifecycle.

Main Responsibilities

• Drive adoption, retention, and expansion across the Spend Management portfolio (land, adopt, expand, deepen)
• Develop and execute Customer Success Plans aligned with customer business objectives and value drivers
• Conduct regular business reviews (QBRs/EBRs) to track value realization, KPIs, and adoption progress
• Identify and address adoption gaps, risks, and technical or process blockers impacting customer outcomes
• Act as a trusted advisor to Procurement and Finance stakeholders, guiding best practices and transformation journeys
• Lead or coordinate assessments (e.g., sourcing, buying, contracts, Fieldglass, AI/analytics) to identify optimization opportunities
• Drive cross-solution adoption, expanding use cases across sourcing, buying, supplier management, contracts, and workforce management
• Partner with Sales to identify and support expansion opportunities (upsell, cross-sell) based on customer maturity and needs
• Collaborate with Product, Support, and Services teams to resolve issues and improve customer experience
• Support customers in change management and enablement, including training and adoption strategies
• Monitor customer health metrics, usage data, and engagement signals to proactively manage risk and opportunities
• Orchestrate internal and external stakeholders to ensure successful execution of customer initiatives
• Provide feedback to product and leadership teams based on customer insights and market needs

Account and Customer Relationship Management

• Build and maintain strong relationships with key stakeholders (Procurement leaders, CFO org, IT)
• Understand customer business priorities, procurement maturity, and digital transformation roadmap
• Position SAP as a strategic partner delivering measurable business outcomes (ROI, efficiency, compliance, savings)
• Support renewal processes by ensuring value realization and customer satisfaction
• Drive customer advocacy, including references, success stories, and participation in events

Qualifications

• Experience in Customer Success, Account Management, or Consulting for enterprise SaaS solutions
• Strong knowledge of Procurement processes and solutions (e.g., sourcing, buying, supplier management, contracts, workforce management)
• Experience with SAP Spend Management solutions (Ariba, Fieldglass) is a strong plus
• Proven ability to drive adoption and customer value realization in complex enterprise environments
• Strong stakeholder management skills, including engagement with C-level executives
• Analytical mindset with ability to translate data into actionable insights
• Experience managing multiple accounts and priorities in a fast-paced environment
• Excellent communication, presentation, and problem-solving skills
• Bachelor’s degree required; MBA or equivalent experience is a plus

What Success Looks Like

• High customer adoption and usage across solutions
• Strong renewal rates and expansion pipeline
• Measurable business outcomes delivered to customers
• Positive customer satisfaction and advocacy

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: 450893 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid