Specialist Customer Success Manager - Customer Experience - South

SAP - Allen, TX

Full-time - Mid Level

Allen, TX

Publishing Industries

About the position

The Specialist Customer Success Manager (S-CSM) at SAP is responsible for managing assigned cloud customer accounts, focusing on account management strategies, engagement plans, and orchestrating Customer Success services. The role aims to maximize customer value from SAP CX cloud products, promote revenue growth, and ensure customer satisfaction and retention. The S-CSM serves as the primary contact for customer stakeholders, enhancing relationships and driving operational excellence within a defined customer portfolio in North America.

Responsibilities

• Manage assigned cloud customer accounts daily, including account management strategies and engagement plans.
• Develop and manage customer roadmaps to improve consumption and maximize subscription value.
• Provide leading practice advice for operating SAP CX cloud solutions.
• Understand customers' business models and identify operational risks and expansion opportunities.
• Execute proactive renewal and expansion plans in collaboration with internal SAP teams.
• Utilize commercial acumen for licensing compliance and optimized contractual opportunities.
• Identify upsell and cross-sell opportunities while leveraging the entire VAT for collaboration.
• Increase the number of CX referenceable touchpoints in the assigned portfolio.
• Educate customers on relevant resources and tools such as support portals and community events.
• Plan and orchestrate Preferred Success Services to support customer value realization.
• Coordinate and lead regular governance calls with customers and internal teams.
• Build trusted relationships through proactive engagement and consistent experiences.
• Manage administrative accountabilities tied to customer success metrics and renewals.
• Act as an escalation and advocacy role for assigned accounts to drive positive outcomes.

Requirements

• 5+ years of experience managing customer engagements or other customer-facing roles.
• Strong commercial acumen including lead generation and renewal management.
• Self-starter with the ability to manage multiple priorities effectively.
• Aptitude for creative and innovative thinking and analysis.
• Problem-solving skills with the ability to work independently.
• Strong oral and written communication skills for presenting to senior leadership.
• Experience in SAP Customer Experience is preferred.
• Ability to develop account management plans and navigate complex organizations.
• Growth mindset with a positive attitude and openness to learning.
• Technical aptitude preferred but not required.
• Experience with tools that track and analyze customer behavior, such as Totango or Salesforce.

Nice-to-haves

• Technical aptitude preferred but not required.

Benefits

• Comprehensive health insurance coverage
• 401k retirement savings plan
• Flexible work hours
• Learning and development opportunities
• Employee recognition programs
• Diversity and inclusion initiatives
• Paid time off and holidays
• Employee referral program
• Compensation transparency and equity initiatives