Job description

The Supply Chain Management Customer Success Partner Manager at SAP operates within Consulting and Professional Services, focusing on driving customer success across enterprise Supply Chain Management (SCM) and digital supply chain solutions. The role is responsible for engaging SAP customers to accelerate value realization and ensure business outcomes are achieved through consumption of purchased solutions and success service entitlements. It oversees orchestration of resources and execution of post-sales account management strategies across the full customer lifecycle, including success plan definition and execution (adoption and consumption), relationship management, issue mitigation, escalation handling, and identification of expansion opportunities. The role develops and implements account strategies and consumption plans that support subscription renewals and maximize customer value. It builds trusted customer relationships to enable adoption and value-based consumption while ensuring SLA performance monitoring and high customer satisfaction. The position engages Global Customer Success Centers, leveraging data-driven tools such as Relationship Assessments and Outcome Success Plans to manage adoption and consumption activities. It acts as the primary escalation point for assigned enterprise accounts and contributes to SAP success methodologies, playbooks, and best practices. As a leadership role, the manager leads, coaches, and mentors Customer Success Managers, ensuring performance improvement, career development, and a high-performance culture focused on accountability, customer outcomes, and collaboration. The role drives key KPIs including revenue growth, dACV, customer retention, renewals, go-lives, adoption milestones, customer references, and expansion pipeline generation. It provides strategic direction across supply chain transformation initiatives, ensuring alignment between SAP SCM capabilities and customer business value and ROI. The position scales customer success operations across regions or industries, drives organizational development, and improves operational efficiency. It also provides executive-level insights on market trends, customer needs, product direction, and leads account governance, renewals, and expansion strategies with strong commercial acumen in enterprise SAP environments.