Customer Success Partner Manager

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.

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

Job Overview:

We are seeking a results-driven and experienced Customer Success Director to lead a high-performing team that is responsible for customer adoption, engagement, consumption, and overall success. This role will focus on managing a group of customer success managers (CSMs) to drive customer satisfaction, maximize product usage, and foster long-term relationships. The Director will also oversee customer retention and renewals, ensuring continued value realization and revenue growth associated with renewals.

Key Responsibilities:

• Team Leadership & Development:

o Lead, mentor, and manage a team of Customer Success Managers (CSMs) to drive adoption, engagement, and satisfaction across a diverse customer base.

o Set clear performance goals and KPIs for the team, ensuring alignment with company-wide objectives.

o Develop and implement training programs to ensure the team is equipped with the necessary knowledge and skills to succeed.

o Provide regular coaching and feedback to team members, supporting their growth and career development.

• Customer Adoption & Consumption:

o Drive the team’s efforts in increasing customer adoption and consumption of the product by aligning customer needs with the features and capabilities of the software.

o Collaborate with customers to define success metrics and help them realize the full value of the solution, ensuring high engagement and product usage.

o Work closely with Sales, Marketing, and Product teams to identify opportunities for customers to enhance their usage and derive greater value.

• Revenue Retention & Growth:

o Take ownership of customer retention, ensuring customers are consistently renewing and expanding their contracts.

o Identify opportunities for upselling and cross-selling within the existing customer base to drive incremental revenue growth tied to renewals.

o Work with customers to identify their evolving business needs and help them scale through additional services, features, or product modules.

• Strategic Relationship Management:

o Build and maintain long-term, trusted relationships with key customer stakeholders to drive customer satisfaction and loyalty.

o Act as the customer’s advocate within the organization, ensuring their feedback and needs are communicated to internal teams (e.g., Product, Engineering).

o Monitor and report on customer health scores, identifying at-risk customers and implementing strategies for retention and re-engagement.

• Reporting & Metrics:

o Track and report on key metrics related to customer success, including adoption rates, churn, renewals, expansion revenue, and overall customer satisfaction.

o Regularly provide executive-level reports on team performance, customer trends, and actionable insights to drive continuous improvement.

Qualifications:

• 10+ years of experience in customer success, account management, or related roles within a SaaS or tech environment.

• 7+ years of experience in a leadership position, managing and developing a team of Customer Success professionals.

• Strong understanding of SaaS business models and KPIs, particularly related to customer retention, renewals, and expansion revenue.

• Proven track record of driving customer success, retention, and revenue growth within a SaaS company.

• Excellent communication in both Mandarin + English and relationship-building skills, with the ability to engage effectively with both customers and cross-functional teams.

• Strong analytical skills with the ability to use data to make informed decisions and drive customer outcomes.

• Experience with customer success software (e.g., Gainsight) and CRM tools (e.g., Salesforce).

• A proactive, customer-centric mindset with a passion for driving customer value and long-term partnerships.

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: 442865 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid