Customer Success Manager — AI-Driven Transformation Academy

SAP; Palo Alto (CA); Hybrid; USD 78,000 - 180,700; Full time

Job summary

SAP is seeking a Customer Success Manager (CSM) to guide customers through their business journey with our cloud solutions. You will lead value realization, drive renewals and upsells, and coordinate across SAP functions to maintain customer health.

The role focuses on transforming customer outcomes, accelerating adoption of AI-driven capabilities, and delivering strategic guidance in a fast-paced environment. Hybrid in-office/onsite presence required.

Qualifications

• Experience delivering strategic guidance and solutions that drive customer success and renewals.
• Ability to resolve issues and manage escalations to ensure satisfaction.
• Strong collaboration across internal and external teams to drive value.
• Ability to learn quickly, adapt to new concepts, and apply knowledge to deliver results.
• Knowledge of AI concepts, uses, and ethics to identify AI-solvable business problems.

Responsibilities

• Guide customers through their business journey with SAP solutions and drive value realization.
• Support retention, renewals, and upsells for cloud products within the portfolio.
• Loster coordination with SAP resources to maintain customer health and referenceability.
• Deliver onboarding and mentoring activities to new customers and internal teams.

Skills

Customer Success

Account Management

AI Fundamentals

Problem Solving

English Proficiency

Education

Bachelor's degree

Tools

CRM software

Job description

SAP is seeking a Customer Success Manager (CSM) to guide customers through their business journey with our cloud solutions. You will lead value realization, drive renewals and upsells, and coordinate across SAP functions to maintain customer health.

The role focuses on transforming customer outcomes, accelerating adoption of AI-driven capabilities, and delivering strategic guidance in a fast-paced environment. Hybrid in-office/onsite presence required.