Director of Solution Customer Success Management (S-CSM): Supply Chain Management

Director of Solution Customer Success Management (S-CSM): Supply Chain Management

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What You’ll Do

As a Director of Solution Customer Success Management (S‑CSM) aligned to SAP Supply Chain Management, you lead a team of Customer Success Managers while serving as an executive sponsor for strategic enterprise customers. You are accountable for customer adoption, value realization, renewal success, and expansion across SAP’s SCM portfolio.

Operating within SAP’s High Touch engagement model, you ensure consistent execution of SAP’s global customer success standards while coaching and enabling S‑CSMs to deliver measurable business outcomes.

Key Responsibilities

People Leadership and Execution

• Lead, coach, and develop a team of Solution Customer Success Managers
• Ensure consistent execution of SAP’s customer success operating model, governance, and standards
• Provide escalation support and guidance for complex customer situations
• Drive accountability for adoption, risk management, and renewal readiness across the team

Customer Adoption and Value Realization

• Oversee adoption and consumption of SAP SCM solutions, including Planning, Logistics, Manufacturing, Asset Management, and SAP Business Network
• Ensure customer goals are translated into clear adoption and value outcomes
• Support customers through cloud transformation and supply chain process modernization

Renewals, Risk, and Expansion

• Drive renewal success and churn mitigation across the SCM portfolio
• Partner with Sales to identify expansion and upsell opportunities based on customer outcomes and usage

Engagement and Orchestration

• Build and maintain executive relationships with customer business and IT leaders
• Sponsor executive engagements and manage escalations as needed
• Coordinate cross‑functional collaboration across Sales, Services, Product, and Partner teams

What You Bring

Experience and Leadership

• Experience leading Customer Success, Account Management, or Consulting teams in an enterprise environment
• Strong executive presence with the ability to influence senior stakeholders
• Proven success managing complex customer portfolios and renewal‑driven outcomes
• Experience with enterprise SaaS or cloud solutions

Business and Domain Expertise

• Deep understanding of business models and end‑to‑end supply chain processes
• Familiarity with SAP Supply Chain Management solutions or comparable enterprise platforms
• Ability to connect solution adoption to business outcomes and KPIs

Operational and Technical Skills

• Experience operating within structured operating models and governance frameworks
• Ability to apply risk‑mitigation strategies at customer and portfolio level
• Some technical understanding of assigned solution areas
• Strong program and stakeholder management skills

Education

• Bachelor’s degree or equivalent required

Meet Your Team

You will work closely with SAP Market Unit leadership, Sales and Account Teams, Industry Teams, Solution Management, and SAP Success Services to ensure successful customer outcomes across the Supply Chain Management portfolio.

Skills You’ll Use

Professional Skills

• Business Acumen
• People Leadership and Coaching
• Complex Problem Solving
• Effective Communication
• Customer Orientation

Role‑Specific Skills

• Customer Success Management
• Customer Retention and Renewal Leadership
• Account Governance and Strategy
• Executive Relationship Management
• Risk and Escalation Management

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.

#J-18808-Ljbffr