Customer Success Manager – SAP Next Gen Academy

Job Summary

Join SAP’s Academy for Customer Success as a Customer Success Manager working with Cloud products. You will guide customers through their business journey, oversee key milestones from deal signature through implementation, and serve as the strategic point of contact for assigned solution portfolios while completing a 10-month learn-apply development program.

Responsibilities

• Complete a 10-month learn-apply program combining classroom and field phases to develop expertise in the Customer Success Manager role
• Participate in multi-dimensional experiential learning focused on digital transformation, global intelligence, human skills, business and technology acumen, solution and industry knowledge, and strategy, tools, and process
• Work directly with customers to increase satisfaction, retention, renewals, references, and upsells for Cloud products within assigned solution portfolio
• Oversee key customer milestones throughout the customer lifecycle from deal signature through system provisioning and implementation progress monitoring
• Serve as strategic point of contact for customers within assigned solution portfolio and leverage appropriate resources across SAP functions to maintain customer health
• Receive onboarding in local market with on-the-job training and mentoring by a senior CSM professional, working both behind the scenes and directly with customers
• Enhance skills around solution portfolio, managing customer retention, and driving value realization
• Transition into a direct customer-facing CSM role in your market upon successful program completion with continued mentoring and coaching support

Requirements

• 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, with experience resolving issues and managing escalations
• Cooperative and productive approach to working relationships internally and externally
• Strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results
• Understanding of AI fundamentals, uses, and ethics to identify business problems solvable with AI
• Strong business acumen with demonstrated knowledge of business processes and/or industries
• Proficiency in English and Italian to engage with global and local network
• Knowledge in AI focus areas: AI Adoption Mindset, Agentic AI Day-to-Day Practice, and Context Engineering
• Curious and agile mindset with passion for learning and resilience to adapt in fast-paced, evolving environment
• Strong problem-solving, project management, and creative thinking skills with ability to collaborate across teams and communicate ideas clearly and effectively

What the company offers

• Full-time employment from day one with practical learning application for your role
• Hybrid work setup consisting of three days a week in the office or on-site with customers or partners
• Practical and immersive program portion involving four weeks spread across two trips to San Ramon, California
• Mentoring and coaching support to accelerate growth upon program completion
• Access to a supportive global network and tailored development opportunities as part of SAP Next Gen community

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