SAP Global Finance Customer Success Manager

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. 

Purpose And Objectives

The role of the CFO continues to expand as organizations strive to address the rapid geopolitical changes impacting our global economy. This evolution has driven up the demand for financial applications to the tune of $40.9B market size in 2022 according to IDC. At SAP, we recognize the importance of the CFO in the overall transformation journey to SAP Business Suite and we want to help the achieve that vision by bringing together applications, data and AI.

We are establishing the Global Finance & Quote-to-Cash Consumption Office to serve as a central accelerator for customer success the organization. This office will drive alignment with Customer Success Manager (CSM) roles by empowering them with training, resources, and strategic support while collaborating with cross-functional teams. It will lead adoption initiatives to increase feature utilization, align solutions with customer needs, and track metrics for continuous improvement.

The office will also strengthen customer relationships through targeted outreach, advocacy programs, and feedback mechanisms to inform product enhancements. Furthermore, it will play a critical role in reducing churn by analyzing risks, implementing retention strategies, and monitoring customer health metrics.

We are looking for team members to join the Global Finance & Quote-to-Cash Consumption Office who will focus on driving adoption & consumption and product use. Successful candidates will have strong knowledge of Finance, Quote-to-Cash products. They will work  directly with the customer to improve customer satisfaction, make sure customers use the solutions they have purchased, and create lasting value for customers while reducing the risk of churn.

What You’Ll Do

As part of the Global Finance & Quote-to-Cash Consumption Office, you will execute key programs that drive customer adoption, increase feature utilization, and foster long-term customer success. Your work will directly support and strengthen customer relationships, and improve customer health by addressing key challenges like churn and retention. Collaborating with cross-functional teams, you will play a vital role in empowering your regional Customer Success Managers (CSMs) counterparts and driving meaningful impact in your responsible sub-solution through the following areas:

• Build deep expertise in Finance & Quote-to-Cash to serve as a trusted advisor to customers.
• Engage with customers 1:1 to align solution capabilities with business outcomes and strategic objectives.
• Drive adoption, consumption, and value realization of the specific solution.
• Monitor customer health, identify risks, and execute proactive retention and churn-prevention activities.
• Partner with account teams to identify upsell and cross-sell opportunities within the solution area.
• Deliver customer enablement sessions, workshops, and best-practice sharing tailored to the solution.
• Collaborate with product teams to provide feedback on customer needs and solution improvements.
• Track and report on adoption metrics, usage trends, and customer success KPIs for the solution.
• Support customers through key lifecycle milestones such as onboarding, go-live, and expansion.
• Represent the voice of the customer for the solution internally, ensuring alignment across sales, product, and support.

What You’Ll Bring:

• 7+ years of experience in consulting, presales, or sales of complex enterprise software, with expertise in at least one area such as Accounting & Financial Close, Financial Planning, Working Capital Management, GRC & Global Tax, or Order-to-Cash solutions.
• Understanding of Finance & Quote-to-Cash processes and business value.
• Ability to effectively identify adoption and consumption opportunities and track churn.
• Ability defining the product performance and deliver the supporting materials to the field.
• Expert analytical skills in data reporting and interpretation, with the ability to develop actionable plans based on insights.
• Looking to build experience in designing and implementing scalable customer success programs globally.
• Exceptional organizational, communication and presentation skills, and ability to express nontechnical concepts clearly and concisely to meet goals and set priorities
• Business acumen to communicate at the CFO, CTO, CIO, Product Management, Sales, and other CxO levels

Education And Qualification

• Bachelor’s degree in Computer Science, Math, Business Administration, Information Systems, or a related field of study
• Business level English: Fluent
• Bachelor equivalent: yes, Masters: desired

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 437912  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid