Senior Customer Success Manager

Illumiti Inc.; Morrisville (NC); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Syntax is seeking a Sr. SAP Customer Success Manager to serve as a trusted advisor for enterprise SAP customers, ensuring governance, executive alignment, and long-term relationship growth.

You will coordinate cross-functional delivery and technical teams, lead Executive Business Reviews, and drive renewals and service expansion while maintaining strong customer partnerships across strategic SAP accounts.

Qualifications

• 5+ years in Customer Success Management or SAP account management or similar leadership roles.
• Experience managing enterprise SAP customers and executive stakeholder relationships.
• Proven experience handling customer escalations, governance processes, and service management.
• Experience leading Executive Business Reviews and presenting to leadership audiences.
• Strong understanding of SAP environments, managed services, cloud technologies, and enterprise operations.
• Excellent communication, organizational, and cross-functional coordination skills.
• Bachelor’s degree in Business Administration, Information Technology, or equivalent experience.

Responsibilities

• Build and maintain executive-level customer relationships across strategic SAP accounts.
• Act as the primary customer advocate and escalation point for operational and service-related matters.
• Drive customer satisfaction, retention, and long-term partnership growth.
• Proactively manage customer escalations, governance processes, and service delivery concerns.
• Coordinate with delivery, support, and technical teams to ensure timely resolution and follow-through.
• Maintain governance cadence through operational reviews, EBRs/QBRs, and customer reporting.
• Lead Executive Business Reviews and governance discussions with customer leadership teams.
• Present operational performance, strategic initiatives, risks, opportunities, and continuous improvement recommendations.
• Support alignment between customer business objectives and Syntax service capabilities.
• Coordinate with Sales and Account teams regarding customer priorities and renewal activities.

Skills

Customer Success

SAP Account Management

Executive Relationships

Governance

Communication

Education

Bachelor's degree in Business Administration/IT

Job description

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Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

About the Role

We are seeking a highly experienced and proactive Sr. SAP Customer Success Manager to join our team. In this role, the individual will serve as a trusted advisor and strategic partner for enterprise SAP customers, ensuring strong operational governance, executive alignment, customer satisfaction, and long-term relationship growth.

The role requires strong expertise in SAP environments, customer communication, escalation management, Executive Business Reviews (EBRs/QBRs), contract and renewal management, and coordination across cross-functional delivery and technical teams.

Key Responsibilities

• Customer Relationship Management
• Build and maintain strong executive-level customer relationships across strategic SAP accounts.
• Act as the primary customer advocate and escalation point for operational and service-related matters.
• Drive customer satisfaction, retention, and long-term partnership growth.
• Escalation and Operational Governance
• Proactively manage customer escalations, operational risks, and service delivery concerns.
• Coordinate with delivery, support, and technical teams to ensure timely resolution and follow-through.
• Maintain governance cadence through operational reviews, EBRs/QBRs, and customer reporting.
• Executive Business Reviews and Strategic Alignment
• Lead Executive Business Reviews and operational governance discussions with customer leadership teams.
• Present operational performance, strategic initiatives, risks, opportunities, and continuous improvement recommendations.
• Support alignment between customer business objectives and Syntax service capabilities.
• Contract and Renewal Management
• Maintain understanding of customer contracts, SLAs, scope, and renewal timelines.
• Support renewal discussions and identify opportunities for service expansion and strategic growth.
• Coordinate with Sales and Account teams regarding customer priorities and renewal activities.
• SAP and Technical Coordination
• Demonstrate strong understanding of SAP landscapes, managed services operations, and enterprise customer environments.
• Partner with technical delivery teams to support service improvement initiatives and customer operational alignment.
• Help identify operational gaps, process improvements, and customer optimization opportunities.

Qualifications

• Minimum 5 years of experience in Customer Success Management, SAP Account Management, or similar customer-facing leadership roles.
• Strong experience managing enterprise SAP customers and executive stakeholder relationships.
• Proven experience handling customer escalations, governance processes, and operational service management.
• Experience leading Executive Business Reviews and presenting to leadership audiences.
• Strong understanding of SAP environments, managed services, cloud technologies, and enterprise operations.
• Excellent communication, organizational, and cross-functional coordination skills.
• Bachelor’s degree in Business Administration, Information Technology, or equivalent experience.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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