Customer Success Manager, SAP SF

Jobtailor; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Jobtailor is seeking a dedicated SAP SuccessFactors Customer Success professional to manage a portfolio of post-go-live clients in Singapore. You will guide internal consultants, ensure SLA adherence, and drive proactive engagement to improve client satisfaction.

The role prioritizes incident management, change requests, and service reviews, with a focus on minimizing escalations and leveraging operational reporting to inform strategic recommendations.

Qualifications

• Bachelor's degree from a recognized institution.
• 4–7 years of experience in HRIS, AMS, or customer success roles.
• HRIS Configuration knowledge; Core HR / or Payroll expertise highly preferred.
• Strong interpersonal skills and a client-first mindset.
• SAP SuccessFactors Certification (preferred).

Responsibilities

• Manage a portfolio of SAP SuccessFactors customers post go-live.
• Guide internal consultants handling customer requests and ticket resolution.
• Ensure SLAs are met across assigned accounts and avoid escalations.
• Analyse recurring problems to decrease ticket volume from similar issues.
• Propose new and innovative SAP SuccessFactors-based solutions to increase client satisfaction.
• Lead periodic service review discussions and present insights to clients.
• Identify change request and new module opportunities within assigned accounts.
• Propose SAP SuccessFactors solutions aligned with client pain points and business goals.
• Own L1–L3 incident management flows and minimise recurrence through root-cause action.
• Identify patterns and drive recommendations from operational reporting.
• Drive relationship depth, account understanding, renewals, and client retention through proactive engagement.
• Handle client escalations and manage stakeholder expectations.
• Lead workshops and extract insights from discussions.

Skills

SAP SuccessFactors

HRIS Configuration

Core HR

Payroll

Incident Management

Operational Reporting

Change Requests

Service Review

Problem Analysis

Solution Proposal

Client Relationship

Interpersonal Skills

Education

Bachelor's degree

Job description

• Manage a portfolio of 4–5 SAP SuccessFactors customers post go-live.
• Guide internal consultants handling customer requests and ticket resolution.
• Ensure SLAs are met across assigned accounts and avoid escalations.
• Analyse recurring problems to decrease ticket volume from similar issues.
• Propose new and innovative SAP SuccessFactors-based solutions to increase client satisfaction.
• Lead periodic service review discussions and present insights to clients.
• Identify change request and new module opportunities within assigned accounts.
• Propose SAP SuccessFactors solutions aligned with client pain points and business goals.
• Own L1–L3 incident management flows and minimise recurrence through root-cause action.
• Identify patterns and drive recommendations from operational reporting.
• Drive relationship depth, account understanding, renewals, and client retention through proactive engagement.
• Handle client escalations and manage stakeholder expectations.
• Lead workshops and extract insights from discussions.

Requirements

• Bachelor's degree from a recognized institution.
• 4–7 years of experience in HRIS, AMS, or customer success roles.
• HRIS Configuration knowledge; Core HR / or Payroll expertise highly preferred.
• Strong interpersonal skills and a client-first mindset.
• SAP SuccessFactors Certification (preferred).

Core Competencies

Demonstrates expertise in managing SAP SuccessFactors customer accounts, ensuring service level agreements are met while driving client satisfaction through innovative solutions and proactive engagement. Possesses strong HRIS configuration knowledge and the ability to analyze operational data for continuous improvement.

Highest-signal resume keywords

• SAP SuccessFactors Certification
• HRIS Configuration Knowledge
• Client Relationship Management
• Incident Management
• Customer Success Experience

Hard Skills

• SAP SuccessFactors
• HRIS Configuration
• Core HR Expertise
• Payroll Expertise
• Incident Management Flows
• Operational Reporting Analysis
• Change Request Identification
• Service Review Leadership
• Problem Analysis
• Solution Proposal

Soft Skills

• Interpersonal Skills
• Client-First Mindset
• Stakeholder Management
• Proactive Engagement
• Workshop Facilitation

Certifications & Qualifications

• SAP SuccessFactors Certification

Industry Keywords

• Customer Success
• HRIS
• AMS
• Service Level Agreements
• Client Retention