SAP NS2 Customer Success Manager / Team Supervisor

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. 

COMPANY DESCRIPTION
SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a US Citizen; this position requires access to customer data. All internals must have Manager’s approval to transfer.

POSITION SUMMARY

The 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

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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 91900-199000USD. 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.

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: 458094  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 20%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

Nearest Major Market: Washington DC
Job Segment: SAP, Cloud, ERP, Manager, Technology, Customer Service, Management