SuccessFactors Client Support Program Manager

Job Description:

As a Client Support Manager (CSM), you will be responsible for managing client relationships after go-live, ensuring a seamless transition into ongoing support services. You will serve as a trusted advisor, helping clients maximize the value of their SAP SuccessFactors investment—particularly in the Employee Central module—while aligning support efforts with their evolving business strategies.

This role requires a mix of technical expertise, strategic thinking, and strong relationship management. You will collaborate cross-functionally to resolve issues, anticipate client needs, and proactively adjust service delivery. As part of a growing support team, you'll also contribute to process improvement initiatives that enhance consistency, efficiency, and scalability.

Whether supporting new clients, stabilizing existing accounts, or helping standardize internal processes, you will play a critical role in delivering a best-in-class client experience and driving long-term success.

Location:

This is a remote position (within the United States) or you can work from one of our offices in Yarmouth, ME; Shawnee, KS; or Orlando, FL.

Salary Range: 

The salary range for this position will likely be $140,000 - $180,000 depending on experience. In some rare cases, compensation below or above that range may be offered.

Duties/Responsibilities

• Serve as the primary point of contact for assigned clients post-go-live, managing the relationship and ensuring satisfaction and alignment with their business goals.

• Maintain deep knowledge of each client’s system configuration, support needs, and operational context.

• Monitor and analyze support hours and usage trends to recommend plan adjustments and optimize service delivery.

• Collaborate with internal teams to coordinate resources, align priorities, and enhance delivery efficiency.

• Provide regular updates to clients on project status, open items, and timelines.

• Anticipate how changes in client business operations may impact support needs and proactively adjust service approaches.

• Utilize expertise in SAP SuccessFactors—particularly Employee Central—to troubleshoot issues, guide clients, and enhance adoption.

• Lead or contribute to team efforts in standardizing daily, weekly, and monthly support processes.

Required Skills/Abilities:

• Strong business acumen with the ability to connect technical support to broader client strategy.

• Proven ability to manage multiple tasks and projects with competing deadlines.

• Excellent client-facing communication skills and the ability to build trust quickly.

• Proactive problem-solving skills, including root cause analysis and issue escalation judgment.

• Strategic mindset with the ability to align support services to client goals.

• Deep understanding of SAP SuccessFactors, especially Employee Central, with confidence guiding clients through complex scenarios.

• Familiarity with system landscape architecture and how upstream/downstream modules (e.g., Payroll) affect support needs.

Education and Experience:

• Bachelor’s degree in Business, Human Resources, Information Systems, or a related field, or equivalent work experience.

• Experience in a client-facing role within a professional services or SaaS organization.

• Hands-on experience with SAP SuccessFactors is required.

• SAP SuccessFactors Employee Central Certification is strongly preferred.

• Prior experience supporting clients across varied industries is a plus.

Physical Requirements:

• This position requires periods of sitting at a desk, standing, and working on a computer.