Customer Success Manager - SAP Academy for Customer Success - Switzerland (Hybrid)

The Customer Success Manager role at SAF AG in Zürich-Flughafen is a junior-level, hybrid position within the SAP Academy for Customer Success. This three-year program guides early-career talent through a structured learning journey to become strategic customer partners.

This position is part of the SAP Academy for Customer Success, a global development program designed for professionals early in their careers. The role focuses on guiding customers through their business journey with the company's solutions, overseeing key milestones from deal signature to system provisioning, and serving as the strategic point of contact to maintain overall customer health. The program spans three years, driving accountability and enhancing productivity through a structured learn-apply approach.

Responsibilities

• Complete a 10-month program combining classroom instruction and field work with the CSM team.
• Engage in experiential learning covering digital transformation, global intelligence, human skills, business and technology acumen, solution knowledge, and strategy.
• Develop expertise in the assigned solution portfolio, focusing on customer retention and value realization.
• Receive local market onboarding with on-the-job training and mentoring from a senior CSM.
• Collaborate behind the scenes and interact directly with customers.
• Boost customer satisfaction, retention, renewals, references, and upsells for Cloud products.

Requirements

• 2–3 years of experience in customer support and business transformation, preferably in consulting or account management.
• Demonstrated ability to provide strategic guidance, resolve issues, manage escalations, and ensure customer satisfaction and business continuity.
• Cooperative and productive approach to internal and external working relationships.
• Strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge to deliver results.
• Understanding of AI fundamentals, uses, and ethics to identify business problems solvable with AI.
• Strong business acumen, including knowledge of business processes and/or industries.
• Proficiency in English to engage with the global network.
• AI focus areas: AI Adoption Mindset, Agentic AI Day-to-Day Practice, and Context Engineering.
• Curious and agile mindset, with a passion for learning and resilience in a fast-paced environment.
• Strong problem-solving, project management, and creative thinking skills, with the ability to collaborate across teams and communicate clearly.
• Emotional intelligence and cultural awareness supporting inclusive teamwork and thoughtful stakeholder engagement.
• Growing foundation in business acumen and emerging technologies, especially artificial intelligence, paired with a results-oriented approach and initiative.

What the company offers

• Continuous learning, skill development, competitive pay, and benefits.
• Full-time employment from day one with practical learning application.
• Transition to a direct customer-facing CSM role upon program completion, with ongoing mentoring and coaching.
• Access to a supportive global network, tailored development opportunities, and high-impact projects.
• Hybrid work setup: three days per week in the office or on-site with customers/partners.
• Immersive program portion involving four weeks (spread across two trips) in San Ramon, California.

About the company

SAP is a cloud company with over 200 million users and 100,000+ employees worldwide, helping more than 400,000 customers work together efficiently. As a market leader in end-to-end business application software, database, analytics, intelligent technologies, and experience management, SAP is purpose-driven and future-focused. The company fosters a culture of inclusion, well-being, and flexible working models, ensuring everyone feels included and can perform at their best.

• Helping the world run better.
• Keeping it simple: bringing your best to bring out the best in you.
• Builders touching over 20 industries and 80% of global commerce.
• A place to be yourself, prioritize well-being, and truly belong.
• Purpose-driven and future-focused with a collaborative team ethic and commitment to personal development.
• Culture of inclusion, focus on health and well-being, and flexible working models.