Customer Success Manager (CSM) - SAP Academy for Customer Success

SAP SE; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

SAP SE in Dubai invites you to join the SAP Academy for Customer Success as a Customer Success Manager in a 10-month learn‑apply program. You will guide customers through their journey with SAP solutions, aiming to increase satisfaction, retention, renewals, references, and upsells while being mentored by a senior CSM.

The program blends classroom phases with field work, onboarding in your market, and a clear path to a direct customer‑facing CSM role.

Qualifications

• 2–3 years of experience supporting customers and driving business transformation.
• Ability to deliver strategic guidance and solutions that drive customer success.
• A cooperative approach to working with internal and external stakeholders.
• Strong learning agility and resilience in a fast-paced environment.

Responsibilities

• Guide customers through their journey with SAP solutions.
• Drive customer satisfaction, retention, and value realization.
• Collaborate with cross-functional teams to coordinate success plans.
• Participate in onboarding and mentorship during the program.

Skills

Customer success

Project management

AI foundations

English proficiency

Stakeholder communication

Tools

SAP SuccessFactors

Job description

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. 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. As a CSM within the SAP Next Gen - Academy for Customer Success, you will be responsible to 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.

We offer full-time employment from day one with practical learning application for your role. Upon successful completion of the program, you will move into a direct customer-facing CSM role in your market and continue to receive mentoring and coaching support to accelerate your growth.

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. CSM Focus: 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 Business Transformation Management (BTM) - Knowledge in Business Process Management/Business Process Automation applications. The SAP Academy for Customer Success is a global development program designed for talent who are early in their career.