Customer Success Manager; CSM) Gen - Academy Customer Success - Palo Alto; Hybrid

Role Overview

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.
• 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, working both behind the scenes and directly with customers.

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.

SAP is not offering relocation benefits for this role at this time.

SAP is not offering current or future visa sponsorship for this role at this time.

Hybrid work setup: three days a week in the office or on‑site with customers or partners.

• 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.
• Strong Business Acumen, including demonstrated knowledge of business processes and/or industries.
• Proficiency in English to engage with our global network.
• AI focus areas: AI Adoption Mindset, Agentic AI Day‑to‑Day Practice, and Context Engineering.
• A curious and agile mindset, with a passion for learning and the resilience to adapt in a fast‑paced, evolving environment.
• Strong problem‑solving, project management, and creative thinking skills, with the ability to collaborate across teams and communicate ideas clearly and effectively.
• Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement.
• A growing foundation in business acumen and emerging technologies, especially artificial intelligence, paired with a results‑oriented approach and the courage to take initiative.

• SAP Finance & Spend Management (F&S) – Knowledge in key areas such as accounting, procurement, and supplier management.
• SAP Success Factors (Human Capital Management – HCM) – Core HR, payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.
• SAP Supply Chain Management (SCM) – Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project…