Apprenticeship: Customer Success Management F/M

Apprenticeship: Customer Success Management F/M

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.

Within the Customer Success organization, the apprentice will act as an operational lead supporting the Head of Customer Success.

The primary objectives of the role are to:

• Strengthen performance management (cACV, adoption, KPIs)
• Improve the effectiveness of the Customer Success Office
• Deliver high‑value business insights to support decision‑making
• Drive innovation through the use of AI tools and automation

Customer Success Performance Management

• Prepare content and materials for Industry Adoption Reviews
• Build strong technical expertise on cACV, in collaboration with Operations teams
• Support the monthly cACV forecasting process
• Contribute to variance analysis and action planning

Adoption KPI Management

• Manage and maintain adoption KPI tracking tools
• Ensure regular updates of Health Performance Indicators (HPI)
• Guarantee data accuracy, consistency, and reliability
• Analyze adoption trends and provide actionable insights

Customer Support Programs Optimization

• Support the maximization of key customer programs such as:
• Identify optimization opportunities and recommend actions

Customer Success Office & Governance

• Prepare monthly executive updates
• Maintain and enhance reporting frameworks and tools
• Analyze business trends and generate insights
• Manage and track Internal Orders (IO)
• Build a strong understanding of SAP AI tools and capabilities
• Identify relevant use cases to improve team efficiency, with a focus on churn and cACV, as well as escalation management optimisation
• Design and experiment with simple AI agents to:
  • Automate analyses
  • Streamline reporting
  • Increase team productivity
  • Identify low hanging fruits / quick wins

  What you bring

  Education:

  Master’s level (Business School, Engineering School, or equivalent)

  Core Skills:

  • Strong analytical and problem‑solving skills
  • Interest in data, business performance, and KPIs
  • Proficiency in Excel; knowledge of reporting tools (e.g., Power BI) is a plus
  • Excellent written communication skills (presentations, executive summaries)
  • High level of attention to detail and organisation

  Technical Skills (Preferred)

  • Interest in SAP ecosystem and technologies
  • Exposure or strong interest in:
    • Generative AI
    • Automation
    • Data analytics

  Soft Skills:

  • Proactive and highly autonomous
  • Structured and results‑oriented mindset
  • Ability to thrive in a fast‑paced, demanding environment
  • Confidence interacting with senior stakeholders

  Start date: September 2026 or as soon as possible

  Duration: 12 months

  Where you belong:

  Reporting line: Head of Customer Success

  Why Take This Role?

  • Direct exposure to Customer Success leadership
  • End‑to‑end visibility on strategic and operational topics
  • Fast development in strategy, operations, and AI
  • High‑impact role with strong executive visibility

  This contract is subject to remuneration in line with the applicable collective agreement (Convention SYNTEC).

  Equal Employment Opportunity

  Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

  Successful candidates may be required to undergo a background verification with an external vendor.

  Additional Information

  Requisition ID: | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid