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.

Role Overview

The Customer Success Manager engages with SAP’s customers to drive and accelerate their value realization and to ensure business outcomes are achieved through the consumption of purchased solutions and success service entitlements.

The Customer Success Manager is responsible for the orchestration of resources and execution of activities for a designated set of customer accounts across the lifecycle. This includes post-sales account management strategy development, success plan definition and execution (adoption & consumption), relationship management, issue mitigation, escalation handling, and identification of expansion opportunities.

The role drives mutual success for both the customer and SAP across the full lifecycle.

Core Responsibilities

• Develop and implement account strategies and consumption plans that drive measurable customer outcomes and support subscription renewals

• Build trusted customer relationships to enable value-based consumption and adoption activities

• Monitor SLA performance and maintain high levels of customer satisfaction

• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle

• Use data and tools to manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans

• Act as the primary escalation point for assigned customer accounts

• Contribute to success methodologies, playbooks, and best practices

• Identify opportunities to expand the SAP footprint through additional licenses or services

Leadership Responsibilities (Manager Role)

As a people manager, the Specialist Customer Success Manager (S-CSM) Manager is responsible for supporting the success of their team by identifying development opportunities and enabling team members to achieve their goals.

The S-CSM Manager drives key KPIs such as:

• Revenue growth

• dACV

• Go-lives

• References

• Lead generation

The role ensures proactive customer engagement to drive long-term customer success across the SAP lifecycle and operates across Market Units and regional Cloud organizations (Sales, Support, Services).

The S-CSM Manager leads a team by region or industry to scale business operations and drive sustainable customer outcomes.

Key Job Attributes

• Achieves revenue and business case goals defined in customer contracts

• Improves customer retention and referenceability through strong renewal performance

• Improves customer satisfaction aligned with SAP Net Promoter metrics

• Serves as a key member of the customer engagement leadership team

• Drives profitable revenue growth across the customer base

• Provides leadership and operational oversight across customer engagement operations

• Supports regional business development initiatives in collaboration with Sales, Marketing, and Ecosystem teams

• Provides strategic direction to strengthen SAP Cloud positioning and value proposition

• Oversees account reviews, renewals, and expansion activities

• Develops strategic account plans and operating goals

• Provides feedback to SAP leadership on market conditions and product needs

• Leads organizational development and performance improvement initiatives

• Manages and develops direct reports

Experience & Qualifications

Account Management Experience

• 11+ years of experience in customer success, account management, or related roles

• Strong customer success mindset with ability to build executive relationships and trusted advisor status

• Proven experience managing complex customer situations and executive discussions

• Demonstrated success driving renewals, expansions, and upsell opportunities in subscription-based environments

• Strong understanding of SAP’s Land, Adopt, Consume, Expand model

Functional Expertise

• Expert domain knowledge within SCM (Supply Chain Management); industry expertise is a plus

• Experience with cloud software solutions and delivery models

• Experience with complex transformation programs in consulting or advisory environments

• Ability to operate in complex organizations and manage risk mitigation and escalations

Soft Skills

• Strong executive presence and relationship-building skills

• Excellent communication skills

• Strong program and project management capabilities

• Governance and stakeholder management expertise

• Commercial mindset with deal support experience

SAP-Specific Knowledge

• Broad understanding of SAP SCM solutions and business processes

• Established relationships within SAP ecosystem and customer landscape

• Understanding of SAP support processes and tools (e.g., CEW, Totango, CRM, adoption reporting)

• Significant experience in enterprise software environments

• Bachelor’s degree required

Location

The role is based in Denmark.
There is no relocation budget available, and candidates must already reside in Denmark.

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: 447740 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid