Customer Success Manager; CSM - Academy Customer Success - Boston; HYBRID

At SAP, we enable you to bring out your best. Our culture focuses on collaboration and a shared passion to help the world run better.

• Candidate(s) will be required to work 3 days a week in office/client site as per our Pledge to Flex return to office policy.

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.

• 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, a critical customer‑facing function within our dynamic Customer Success board area.
• 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. You will have the opportunity to work both behind the scenes and directly with customers.

• SAP Finance & Spend Management (F&S)
  • S/4
    
    HANA Finance
  • Finance & Quote to Cash (Q2C)
  • Procurement
• SAP Success Factors (Human Capital Management - HCM)
  • Core HR and payroll
  • Talent management
  • Employee experience management
  • HR analytics
  • Workforce planning
  • Sales performance management
• SAP Supply Chain Management (SCM)
  • Supply Chain
  • Asset Management
  • Manufacturing
  • Logistics
  • Product and Project lifecycle management
• SAP Customer Experience (CX)
  • E‑commerce, sales, customer service, and marketing processes
• SAP Business Transformation Management (BTM)
  • Business Process Management/Business Process Automation applications
• SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC)
  • Database and data management
  • Analytics
  • Application development and integration
  • Intelligent technologies, and AI
  • Understanding of Integration, Application, Data, Infrastructure, and Security technology domains

• 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, coupled with 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.
• A resilient mindset, embracing challenges with optimism and consistently striving for growth and success.
• Strong Business Acumen, including demonstrated knowledge of business processes and/or industries.
• Proficiency in English to engage with our global network.

The SAP Academy for Customer Success offers a three‑year journey that drives accountability and enhances productivity. It enables graduates to make a quick impact in customer‑facing roles while fostering career longevity and leadership potential. Join us for a unique opportunity to build a global network, collaborate with customers to solve real business challenges, and gain hands‑on experience with world‑class cloud solutions — all while learning in a dynamic environment and earning competitive pay and benefits.

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