Associate Customer Success Manager

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

We are seeking a results-driven Customer Success Manager (CSM) with strong experience in SAP solutions to ensure customer satisfaction, drive adoption, and maximize business value. This role will act as a strategic partner to clients, supporting them throughout their SAP journey (implementation, post go-live, and optimization).

Key Responsibilities

• Act as the primary point of contact for assigned customers, building trusted, long-term relationships.
• Drive adoption and value realization of SAP solutions (e.g., S/4HANA, SuccessFactors, Ariba, BTP, Public/Private Cloud).
• Monitor customer health, identify risks, and proactively develop mitigation and success plans.
• Lead Quarterly Business Reviews (QBRs) and provide strategic insights to stakeholders.
• Partner with Delivery, Support, and Sales teams to ensure successful implementations and ongoing service excellence.
• Identify and support upsell and cross-sell opportunities aligned with customer needs.
• Ensure alignment between business objectives and SAP capabilities.
• Track and report on KPIs such as adoption, satisfaction (CSAT/NPS), and retention.
• Manage escalations and ensure timely resolution of issues.

Required Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• 3–8+ years of experience in Customer Success, Account Management, or SAP consulting roles.
• Hands-on experience with SAP solutions (e.g., S/4HANA, SuccessFactors, Ariba, BTP, SAP Cloud).
• Proven experience managing enterprise or mid-market clients.
• Strong communication and stakeholder management skills (business + technical).
• Ability to translate business needs into SAP-driven solutions.

Preferred Qualifications

• Experience in SAP consulting firms or system integrators.
• Knowledge of SAP implementation lifecycle (Activate methodology).
• SAP certifications (any relevant module or cloud solution).
• Experience with SaaS / Cloud-based delivery models.
• Familiarity with CRM tools (e.g., Salesforce) and customer success platforms.

Key Competencies

• Customer-centric mindset
• Strategic thinking and business acumen
• Relationship management & influencing skills
• Proactive risk management
• Data-driven decision making

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!