Senior Customer Success Manager

Location: Morrisville, NC (Remote)

About the role

We are seeking a highly experienced and proactive Sr. SAP Customer Success Manager to join our team. In this role, the individual will serve as a trusted advisor and strategic partner for enterprise SAP customers, ensuring strong operational governance, executive alignment, customer satisfaction, and long-term relationship growth.

Responsibilities

• Customer Relationship Management
  • Build and maintain strong executive-level customer relationships across strategic SAP accounts.
  • Act as the primary customer advocate and escalation point for operational and service-related matters.
  • Drive customer satisfaction, retention, and long-term partnership growth.
• Escalation and Operational Governance
  • Proactively manage customer escalations, operational risks, and service delivery concerns.
  • Coordinate with delivery, support, and technical teams to ensure timely resolution and follow-through.
  • Maintain governance cadence through operational reviews, EBRs/QBRs, and customer reporting.
• Executive Business Reviews and Strategic Alignment
  • Lead Executive Business Reviews and operational governance discussions with customer leadership teams.
  • Present operational performance, strategic initiatives, risks, opportunities, and continuous improvement recommendations.
  • Support alignment between customer business objectives and Syntax service capabilities.
• Contract and Renewal Management
  • Maintain understanding of customer contracts, SLAs, scope, and renewal timelines.
  • Support renewal discussions and identify opportunities for service expansion and strategic growth.
  • Coordinate with Sales and Account teams regarding customer priorities and renewal activities.
• SAP and Technical Coordination
  • Demonstrate strong understanding of SAP landscapes, managed services operations, and enterprise customer environments.
  • Partner with technical delivery teams to support service improvement initiatives and customer operational alignment.
  • Help identify operational gaps, process improvements, and customer optimization opportunities.

Requirements

• Minimum 5 years of experience in Customer Success Management, SAP Account Management, or similar customer-facing leadership roles.
• Strong experience managing enterprise SAP customers and executive stakeholder relationships.
• Proven experience handling customer escalations, governance processes, and operational service management.
• Experience leading Executive Business Reviews and presenting to leadership audiences.
• Strong understanding of SAP environments, managed services, cloud technologies, and enterprise operations.
• Excellent communication, organizational, and cross-functional coordination skills.
• Bachelor’s degree in Business Administration, Information Technology, or equivalent experience.

Benefits

• Competitive, above-average compensation
• Flexible working time models and home office options
• Ability to work from abroad occasionally
• Company pension scheme and various health offers
• Modern work environment with a "you" culture
• Open feedback culture, flat hierarchies, and a motivated team
• Individual career planning with continuous training and coaching