Solution Customer Success Manager for HCM SuccessFactors

Solution Customer Success Manager (S-CSM)

Responsibilities

• Act as a trusted advisor in People related processes for HCM – SuccessFactors solutions.
• Identify new opportunities for customers to leverage new or expanded SAP solutions.
• Mitigate churn and manage renewals of SAP solutions/services.
• Identify sales leads and support sales in expansion and upsell efforts.
• Manage through crisis and de‑escalate customer situations.
• Drive renewals, expansions, and upsells of subscription or perpetual license‑based solutions.

Qualifications

• Strong executive presence and relationship building skills.
• Deep knowledge of business models, strategies, and line of business processes.
• Proven ability to handle difficult customer situations and discuss complex issues with customer executives.
• Experience with cloud software solutions and delivery models.
• Expert level buying center/line of business domain expertise.
• Ability to apply risk‑mitigation strategies to customer situations.
• Knowledge of SAP solutions portfolio and the business processes they enable.
• Some technical understanding for assigned solution area to address technical issues with customers.
• Bachelor's degree or equivalent required.
• Experience in business software.
• Knowledge of SaaS and IAAS processes.
• Strong program/project management and governance skills.
• Relationship‑driven mindset with excellent verbal and non‑verbal communication skills.
• Experience driving renewals, expansions, and upsells of subscription or perpetual license‑based solutions.

Professional Skills

• Business Acumen
• Complex Problem Solving
• Effective Communication
• Customer Orientation

Tech Industry & SAP General Skills

• Key Performance Indicators (KPIs)
• Software‑as‑a‑Service
• Technology Innovation
• SAP Cloud Suite Portfolio
• RISE and GROW with SAP

Role Specific Skills

• Customer Value Journey Alignment
• Account Governance
• Customer Success Management
• Customer Retention
• Relationship Building
• Overcoming Objections

Meet your team: You will work closely with SAP MU leadership, account teams, industry teams, and solution management organization. You will also coordinate internal SAP and partner resources to ensure value delivery.

Qualified applicants will receive consideration for employment without regard to 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.