Customer Success Manager - SAP Academy for Customer Success (UAE National)

About the Role

Join SAP as a Customer Success Manager (CSM) focused on guiding customers through their adoption and journey with SAP solutions. This role aims to enhance customer satisfaction, retention, renewals, and upselling of cloud products within an assigned portfolio. The CSM acts as the strategic liaison throughout the customer lifecycle, from deal closure through implementation and value realization, leveraging cross-functional SAP resources to maintain customer health.

This position is part of the SAP Next Gen - Academy for Customer Success, a structured 10-month program combining classroom and field learning. It emphasizes digital transformation, business and technology knowledge, human skills, and strategic tools. Participants gain practical onboarding and mentoring to prepare for impactful customer-facing roles.

Key Responsibilities

• Complete the immersive 10-month learn-and-apply SAP Academy program, including classroom and field phases working with a CSM team.
• Engage in experiential learning focused on digital transformation, business strategy, AI fundamentals, and solution-specific expertise.
• Strengthen capabilities in portfolio management, customer retention, and achieving business value.
• Receive on-the-job training and mentoring by senior professionals, collaborating both internally and directly with customers.

Candidate Requirements

• 2 to 3 years’ experience in customer support or business transformation roles, ideally in consulting or account management.
• Proven track record delivering strategic guidance, resolving escalations, and ensuring customer satisfaction and continuity.
• Proficient in English and comfortable working in a global network.
• Ability to quickly grasp new concepts, adapt to dynamic environments, and apply knowledge effectively.
• Understanding of AI foundations—including adoption mindset, agentic practices, and context engineering—and their ethical application in solving business challenges.
• Strong business acumen with insights into relevant industries and processes.
• Excellent problem-solving, project management, communication, and creative thinking abilities.
• Cultural awareness, emotional intelligence, and aptitude for collaborative, inclusive teamwork.
• Specific focus areas: SAP SuccessFactors (covering HR, payroll, talent management, analytics) and SAP Business Transformation Management (process automation).

Additional Details

• This role includes potential travel for immersive training experiences, including trips to San Ramon, California.
• Full-time employment begins on day one with a developmental pathway leading to direct customer engagement roles.
• Flexible hybrid work arrangements apply, typically three days in-office or onsite per week, aligned with local regulations.
• Applicants must have unrestricted work authorization for the country of application without employer visa sponsorship requirements.
• Vacation requests may be restricted during key phases of the program to ensure full engagement.
• SAP fosters an inclusive culture promoting diversity, health, well-being, and equal employment opportunity.
• Background verification checks may be required upon selection.