Apprenticeship: Customer Success Management F/M

What you’ll build

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

Key responsibilities

1. 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

2. 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

3. Customer Support Programs Optimization

• Support the maximization of key customer programs such as:
• RRP (Renewal Rescue Program)
• Cloud Credit Initiatives
• Develop customer scenario analyses (usage, consumption, potential ROI)
• Identify optimization opportunities and recommend actions

4. Customer Success Office & Governance

• Prepare monthly executive updates
• Maintain and enhance:
• Data collection forms
• Reporting frameworks and tools
• Analyze business trends and generate insights
• Manage and track Internal Orders (IO)

5. Innovation & Artificial Intelligence

• 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 organization

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
• Strong intellectual curiosity
• Confidence interacting with senior stakeholders

Start date

September 2026 or as soon as possible

Duration

12 months

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).

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 might be required to undergo a background verification with an external vendor.