Customer Success Manager - SAP Next Gen Academy for Customer Success - UK (Hybrid) in London

About the role

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, shaping what’s next. The work is challenging, but it matters. You’ll find a place where you can be yourself, prioritise 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.

Who you’ll become

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 lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement. The CSM serves as the strategic point of contact for the customer and leverages resources across SAP functions to maintain overall customer health.

What you’ll do

• Successfully complete a 10‑month learn‑apply program, which includes classroom phases and field phases with your CSM team, enhancing 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 realisation.
• Receive onboarding in your local market with on‑the‑job training and mentoring by a senior CSM professional in the field.
• You will work both behind the scenes and directly with customers.

Qualifications

• 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 and local 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.

CSM Focus Areas

• SAP Finance & Spend Management (F&S) – Knowledge in key areas such as accounting, procurement, and supplier management, focused on boosting visibility, cutting costs, and improving efficiency.
• SAP SuccessFactors (Human Capital Management – HCM) – Knowledge in core HR and payroll, talent management, employee experience management, HR analytics, workforce planning, and sales performance management.
• SAP Supply Chain Management (SCM) – Knowledge in supply chain, asset management, manufacturing, logistics, or product and project lifecycle management.
• SAP Customer Experience (CX) – Knowledge of e‑commerce, sales, customer service, and marketing processes.
• SAP Business Transformation Management (BTM) – Knowledge in business process management/business process automation applications.
• SAP Business Technology Platform (BTP) & SAP Business Data Cloud (BDC) – 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.

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Background Check

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.