Supply Chain Management Customer Success Partner Manager

Csm Role Overview

Core Responsibilities

• Develop and implement account strategies and consumption plans that drive measurable customer outcomes and support subscription renewals
• Build trusted customer relationships to enable value-based consumption and adoption activities
• Monitor SLA performance and maintain high levels of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle
• Use data and tools to manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as the primary escalation point for assigned customer accounts
• Contribute to success methodologies, playbooks, and best practices
• Identify opportunities to expand the SAP footprint through additional licenses or services

Leadership Responsibilities (Manager Role)

• The CSM Manager plays a critical leadership role, responsible for building, leading, and developing a high-performing CSM team while driving business growth and operational excellence.
• Key leadership accountabilities include:
• Lead, coach, and mentor a team of Customer Success Managers, ensuring continuous development, performance improvement, and career growth
• Establish a high-performance culture focused on accountability, customer outcomes, and collaboration
• Drive key business KPIs, including:
• -Revenue growth

-Dacv

• -Customer retention and renewals
• -Go-lives and adoption milestones
• -Customer references
• -Lead generation and expansion pipeline
• Provide strategic direction and operational oversight across customer engagement and supply chain transformation initiatives
• Scale customer success operations across regions or industries to drive consistent and sustainable outcomes
• Lead organizational development initiatives, improving processes, efficiency, and team effectiveness
• region or industry to scale business operations and drive sustainable customer outcomes.

Key Job Attributes

• Strong track record of leading teams and driving revenue growth in enterprise environments
• Deep expertise in Supply Chain Management (SCM), enabling strategic advisory and transformation leadership
• Ability to connect supply chain solutions with customer business value and ROI
• Proven success in improving customer retention, satisfaction, and referenceability
• Recognized as a key leader in customer engagement strategy and execution
• Drives profitable growth through both customer success and supply chain optimization
• Provides executive-level insights on market trends, customer needs, and product direction
• Leads account governance, renewals, and expansion strategies with strong commercial acumen
• Provides feedback to SAP leadership on market conditions and product needs
• Leads organizational development and performance improvement initiatives
• Manages and develops direct reports