SAP Customer Success Partner Manager 

Czechia, Prague, Prague 

947689282

Key Responsibilities:

• Team Leadership & Development:
  • Lead, mentor, and manage a team of Customer Success Managers (CSMs) to drive adoption, engagement, and satisfaction across a diverse customer base.
  • Set clear performance goals and KPIs for the team, ensuring alignment with company-wide objectives.
  • Develop and implement training programs to ensure the team is equipped with the necessary knowledge and skills to succeed.
  • Provide regular coaching and feedback to team members, supporting their growth and career development.

• Customer Adoption & Consumption:
  • Drive the team’s efforts in increasing customer adoption and consumption of the product by aligning customer needs with the features and capabilities of the software.
  • Collaborate with customers to define success metrics and help them realize the full value of the solution, ensuring high engagement and product usage.
  • Work closely with Sales, Marketing, and Product teams to identify opportunities for customers to enhance their usage and derive greater value.

• Revenue Retention & Growth:
  • Take ownership of customer retention and renewal targets, ensuring customers are consistently renewing and expanding their contracts.
  • Identify opportunities for upselling and cross-selling within the existing customer base to drive incremental revenue growth tied to renewals.
  • Work with customers to identify their evolving business needs and help them scale through additional services, features, or product modules.

• Strategic Relationship Management:
  • Build and maintain long-term, trusted relationships with key customer stakeholders to drive customer satisfaction and loyalty.
  • Act as the customer’s advocate within the organization, ensuring their feedback and needs are communicated to internal teams (e.g., Product, Engineering).
  • Monitor and report on customer health scores, identifying at-risk customers and implementing strategies for retention and re-engagement.

• Reporting & Metrics:
  • Track and report on key metrics related to customer success, including adoption rates, churn, renewals, expansion revenue, and overall customer satisfaction.
  • Regularly provide executive-level reports on team performance, customer trends, and actionable insights to drive continuous improvement.

Qualifications:

• 7+ years of experience in customer success, account management, or related roles within a SaaS or tech environment.
• 3+ years of experience in a leadership position, managing and developing a team of Customer Success professionals.
• Strong understanding of SaaS business models and KPIs, particularly related to customer retention, renewals, and expansion revenue.
• Proven track record of driving customer success, retention, and revenue growth within a SaaS company.
• Excellent communication and relationship-building skills, with the ability to engage effectively with both customers and cross-functional teams.
• Strong analytical skills with the ability to use data to make informed decisions and drive customer outcomes.
• Experience with customer success software (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• A proactive, customer-centric mindset with a passion for driving customer value and long-term partnerships.

What you can expect

Yearly bonuses, sick days paid and sick leaves fully refunded, flexible start/end of working hours, contributions to the pension/life insurance, meal vouchers, holidays 5 weeks, educational courses, coaching and mentoring opportunities, free massage, cafeteria plan, free fitness studio, generous shares program, etc.

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