Customer Success Manager (CSM) - SAP Academy for Customer Success - Palo Alto (Hybrid)

About the role

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.

Responsibilities

• 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.
• 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.
• The program will enrich your knowledge of SAP and the Customer Success board area and give you the professional experience to be ready to serve our customers.

Requirements

• 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.
• 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.

Qualifications

• Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency.
• Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.
• Knowledge in Supply Chain, Asset Management, Manufacturing, Logistics, or Product and Project lifecycle management.
• Knowledge in e-commerce, sales, customer service, and marketing processes.
• Knowledge in Business Process Management/Business Process Automation applications.
• Knowledge in database and data management, analytics, application development and integration, intelligent technologies, and AI.
• Understanding of Integration, Application, Data, Infrastructure, and Security technology domains.

Skills

• AI Adoption Mindset
• Agentic AI Day-to-Day Practice
• Context Engineering

Benefits

Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Pay

The targeted annual combined range for this position is 78,000 - 180,700.

Schedule

Expected Travel: 0 - 50%

Additional Locations

San Ramon, California