Customer Success Manager

November 25 2021
Industries IT: Software
Categories Account management, Campaign, Customer service, Customer Service, Call Centres
Montreal, QC • Remote

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!


The Customer Success Manager is a client-facing role, ensuring customer success by delivering ongoing guidance around the overall cloud business strategy and transformation topics after the sales cycle has completed. The role focuses on executive relationship-building and establishment of proactive success plans that in turn promote overall customer satisfaction, product adoption and ultimately subscription renewals. The role manages diverse, high profile customers and/or key accounts in close collaboration with the respective account team.


  • Work remotely and onsite in agreement with customers to set up support, collaboration and governance as per SAP’s best practices
  • Define and drive execution of a targeted goal-based engagement plans to support customers with their key business goals and milestones (e.g. solution rollout)
  • Plan and manage the delivery of relevant proactive support checks and enablement offerings as part of the engagement plan to drive innovation adoption and solution consumption
  • Enable key customer stakeholders by providing guidance on the appropriate best practices
  • Assist customers with change management, focusing on product updates, to develop an appropriate strategy that minimizes impact on existing capabilities and assists in maximizing innovation adoption and usage
  • Facilitate access to product and functional expertise per customers’ needs
  • Orchestrate top issues management and provide trend analysis for proactive risk mitigation
  • Build and execute engagement plans to drive and track value delivered by Preferred Success
  • Partial on-site presence with customers required


  • You are highly customer focused, a proactive learner and you enjoy customer success
  • You delight in exceeding customer expectations
  • 5+ years working experience with proven track record of successfully leading top customer engagements
  • Bachelor's degree with MS or MBA preferred
  • Strong knowledge of Sales, Marketing, Commerce, and CRM platforms and SAP Customer Experience (CX) knowledge highly desired
  • Customer orientation and focus on quality
  • Excellent executive-level communication, presentation and interpersonal skills,
  • Excellent English language skills, written and verbal. Additional languages are an advantage.
  • Ability to learn and assimilate information quickly
  • Enthusiast, strong work ethic and a positive attitude

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: or, APJ:, EMEA:

EOE AA M/F/Vet/Disability:

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

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

Requisition ID:317784 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:

Job Segment: ERP, Manager, Marketing Manager, SAP, Customer Service, Technology, Management, Marketing

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