Customer Success Manager

SAP Asia Pte Ltd; Singapore; On-site; SGD 150,000 - 200,000; Full time

Job summary

A global software company in Singapore is seeking an experienced professional to join their Global Finance & Quote-to-Cash Consumption Office. The role involves designing and executing key programs to improve customer adoption and satisfaction of financial applications. Candidates should have extensive experience in complex enterprise software and strong analytical skills. The company values organizational communication and presentation skills, offering an impactful position addressing customer needs.

Qualifications

• 15+ years of experience in consulting or sales of complex enterprise software.
• Understanding of Finance & Quote-to-Cash processes.
• Expert analytical skills in data reporting.

Responsibilities

• Design and execute programs that drive customer adoption.
• Support CSMs with training and resources.
• Analyze churn and implement retention strategies.

Skills

Consulting experience

Presales experience

Sales of enterprise software

Data analysis

Customer adoption strategies

Education

Bachelor’s degree in Computer Science

Masters: desire

Job description

The role of the CFO continues to expand as organizations strive to address the rapid geopolitical changes impacting our global economy. This evolution has driven up the demand for financial applications to the tune of $40.9B market size in 2022 according to IDC. At SAP, we recognize the importance of the CFO in the overall transformation journey to SAP Business Suite and we want to help the achieve that vision by bringing together applications, data and AI.

We are establishing the Global Finance & Quote-to-Cash Consumption Office to serve as a central accelerator for customer success the organization. This office will drive alignment with Customer Success Manager (CSM) roles by empowering them with training, resources, and strategic support while collaborating with cross-functional teams. It will lead adoption initiatives to increase feature utilization, align solutions with customer needs, and track metrics for continuous improvement.

The office will also strengthen customer relationships through targeted outreach, advocacy programs, and feedback mechanisms to inform product enhancements. Furthermore, it will play a critical role in reducing churn by analyzing risks, implementing retention strategies, and monitoring customer health metrics.

We are looking for team members to join the Global Finance & Quote-to-Cash Consumption Office who will focus on driving adoption & consumption and product use. Successful candidates will have strong knowledge of Finance, Quote-to-Cash products. They will work to improve customer satisfaction, make sure customers use the solutions they have purchased, and create lasting value for customers while reducing the risk of churn.

What You’ll Do

As part of the Global Finance & Quote-to-Cash Consumption Office, you will design, lead, and execute key programs that drive customer adoption, increase feature utilization, and foster long-term customer success. Your work will directly support regional and global teams, strengthen customer relationships, and improve customer health by addressing key challenges like churn and retention. Collaborating with cross-functional teams, you will play a vital role in empowering Customer Success Managers (CSMs) and driving meaningful impact in your responsible sub-solution through the following areas:

• CSM Support:Provide training, resources, and support to empower CSMs for success, collaborating closely with Regional CSM teams, product, product marketing, consulting, and development teams.
• Consumption:Lead adoption & consumption programs, increase feature utilization, align solutions with customer needs, and track metrics to drive continuous improvement.
• Customer Outreach:Drive customer engagement through programs, advocacy, feedback, and personalized strategies to build strong relationships and inform product improvements.
• Churn:Analyze churn, implement retention strategies, develop "save-the-customer" workflows, and monitor NRR to mitigate risks and improve customer health.
• Upsell / Cross sell :Identify the opportunities of existing customers and bring in business value driven upsell and cross-sell leads and programs.

What You’ll Bring

• 15+ years of experience in consulting, presales, or sales of complex enterprise software, with expertise in at least one area such as Accounting & Financial Close, Financial Planning, Working Capital Management, GRC & Global Tax, or Order-to-Cash solutions.
• Understanding of Finance & Quote-to-Cash processes and business value.
• Ability to effectively identify adoption and consumption opportunities and track churn.
• Ability defining the product performance and deliver the supporting materials to the field.
• Expert analytical skills in data reporting and interpretation, with the ability to develop actionable plans based on insights.
• Looking to build experience in designing and implementing scalable customer success programs globally.
• Exceptional organizational, communication and presentation skills, and ability to express nontechnical concepts clearly and concisely to meet goals and set priorities
• Business acumen to communicate at the CFO, CTO, CIO, Product Management, Sales, and other CxO level

• Bachelor’s degree in Computer Science, Math, Business Administration, Information Systems, or a related field of study
• Business level English: Fluent
• Bachelor equivalent: yes, Masters: desire