What are the responsibilities and job description for the Director of Solution Customer Success Management (S-CSM): Supply Chain Management position at SAP?
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.
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.
What You’ll Do
As a Director of Solution Customer Success Management (S‑CSM) aligned to SAP Supply Chain Management, you lead a team of Customer Success Managers while serving as an executive sponsor for strategic enterprise customers. You are accountable for customer adoption, value realization, renewal success, and expansion across SAP’s SCM portfolio.
Operating within SAP’s High Touch engagement model, you ensure consistent execution of SAP’s global customer success standards while coaching and enabling S-CSMs to deliver measurable business outcomes.
Key Responsibilities
People Leadership and Execution
- Lead, coach, and develop a team of Solution Customer Success Managers
- Ensure consistent execution of SAP’s customer success operating model, governance, and standards
- Provide escalation support and guidance for complex customer situations
- Drive accountability for adoption, risk management, and renewal readiness across the team
Customer Adoption and Value Realization
- Oversee adoption and consumption of SAP SCM solutions, including Planning, Logistics, Manufacturing, Asset Management, and SAP Business Network
- Ensure customer goals are translated into clear adoption and value outcomes
- Support customers through cloud transformation and supply chain process modernization
Renewals, Risk, and Expansion
- Drive renewal success and churn mitigation across the SCM portfolio
- Govern renewal forecasting, ACV‑at‑risk management, and mitigation planning
- Partner with Sales to identify expansion and upsell opportunities based on customer outcomes and usage
Engagement and Orchestration
- Build and maintain executive relationships with customer business and IT leaders
- Sponsor executive engagements and manage escalations as needed
- Coordinate cross‑functional collaboration across Sales, Services, Product, and Partner teams
What You Bring
Experience and Leadership
- Experience leading Customer Success, Account Management, or Consulting teams in an enterprise environment
- Strong executive presence with the ability to influence senior stakeholders
- Proven success managing complex customer portfolios and renewal‑driven outcomes
- Experience with enterprise SaaS or cloud solutions
Business and Domain Expertise
- Deep understanding of business models and end‑to‑end supply chain processes
- Familiarity with SAP Supply Chain Management solutions or comparable enterprise platforms
- Ability to connect solution adoption to business outcomes and KPIs
Operational and Technical Skills
- Experience operating within structured operating models and governance frameworks
- Ability to apply risk‑mitigation strategies at customer and portfolio level
- Some technical understanding of assigned solution areas
- Strong program and stakeholder management skills
Education
- Bachelor’s degree or equivalent required
Meet Your Team
You will work closely with SAP Market Unit leadership, Sales and Account Teams, Industry Teams, Solution Management, and SAP Success Services to ensure successful customer outcomes across the Supply Chain Management portfolio.
Skills You’ll Use
Professional Skills
- Business Acumen
- People Leadership and Coaching
- Complex Problem Solving
- Effective Communication
- Customer Orientation
- Influencing Skills
Role‑Specific Skills
- Customer Success Management
- Customer Retention and Renewal Leadership
- Account Governance and Strategy
- Executive Relationship Management
- Technology Solution Adoption
- Risk and Escalation Management
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is . The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
AI Usage in the Recruitment Process
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Requisition ID: 450026 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Requisition ID: 450026 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid