Must be a US Citizen; this position requires access to customer data. All internals must have Manager's approval to transfer.POSITION SUMMARYThe Customer Success Manager / Team Supervisor will be managing a team of Multi-Tenant Customer Success Advisors (CSA) under the SAP NS2 Delivery Engineering Hub. This position is responsible for leading and developing a team of CSA's, ensuring high-quality customer support and engagement across all lines of business.This role oversees team operations, provides coaching and performance management, and drives continuous improvement. This leader serves as an escalation point, fosters cross-functional collaboration, and ensures strict adherence to customer security protocols.
Responsibilities and Tasks- Lead, mentor, and manage a team of Customer Success Advisors (CSA), including performance reviews, goal setting, coaching, and career development.
- Oversee daily workflow, ensuring timely, high-quality inbound and outbound (phone, email, chat) support.
- Act as an escalation point for complex cases, production-down situations, and customer concerns.
- Establish team KPIs, monitor performance, and drive accountability through metrics.
- Develop and maintain a regular communication cadence with key customers and stakeholders.
- Ensure the team effectively diagnoses and anticipates customer needs, while promoting proactive case management.
- Collaborate closely with internal support teams, technical resources, and leadership on high-impact issues.
- Lead improvement or prevention projects to enhance support processes and customer experience.
- Promote adoption of CRM tools, internal methodologies, and best practices across the team.
- Foster a positive, collaborative team culture emphasizing continuous learning, quality, and customer success.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES- Bachelor's Degree + 5-8 years of relevant customer-facing experience OR Master's Degree + 3-6 years of experience
- Minimum 2+ years of people management experience, including coaching, performance management, and team development
- Experience with CRM tools preferred
- Demonstrated success in creative problem solving and solutioning for customers and teams
- Proven ability to communicate and present effectively at all organizational levels with discretion where needed
- Strong leadership competencies, including:
- Ability to build high-performing teams
- Strength in conflict management and de-escalation
- Skill in motivating and developing team members
- Ownership mindset and strong decision-making skills
- Ability to deliver results under pressure, manage competing deadlines, and drive operational excellence
- Strong organizational skills with focus on accuracy, follow-through, and quality
Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is [redacted]00USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.
Requisition ID: 458094 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 20% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Requisition ID: 458094
Posted Date: Aug 3, 2026
Work Area: Consulting and Professional Services
Career Status: Management
Employment Type: Regular Full Time
Expected Travel: 0 - 20%
Location:
