Head, Customer Renewal India

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

What youll do:

The India-CRC Renewal Director is a leadership role within the Customer Renewal Centre (CRC) APAC accountable for driving customer retention renewal performance and recurring revenue outcomes for SAP-India.

The CRC is central to APACs customer success strategy ensuring consistency governance and scale in renewal execution while safeguarding the regions subscription base. Over the years the CRC has evolved from a shared-service operation to a strategic growth engine leading transformation programs such expanding coverage from (R3Q > R6/R8Q) early renewal churn forecasting and churn management.

Based in India this role carries dual responsibilities:

• Operational accountability for renewal delivery and churn management across India.
• Transformational leadership to strengthen CRC India scale digital innovation and best practices across APAC.

This position requires a proven leader who can balance execution discipline with strategic vision and who thrives in a fast-paced matrixed environment.

Key Responsibilities

Leadership & People Development

• Lead coach and inspire a team of Renewal Executives (CREs) to consistently meetand exceed renewal and churn targets.
• Drive a high-performance culture built on accountability collaboration andcontinuous growth.
• Ensure talent retention career development and succession planning within therenewal organisation.

Renewal Governance and Execution

• Own and deliver renewal outcomes.
• Implement strong governance for forecasting accuracy pipeline discipline andcompliance with company standards.
• Oversee renewal negotiations for high-value or strategic accounts to maximizecustomer satisfaction and protect cloud revenue.

Churn Forecasting & Management

• Lead efforts to improve churn predictability through data-driven forecasting models.
• Partner with cross-functional stakeholders to proactively identify at-risk customersand execute churn mitigation strategies.
• Provide transparency and insights on churn drivers and trends to Market Unit andRegional leadership.

Transformation & Operational Excellence

• Champion early renewal multi-year renewal motion to secure predictability andstrengthen customer engagement.
• Drive adoption of digital-first renewal models to enable scale and efficiency.
• Standardize tools processes and best practices across India to ensure consistencyand scalability.
• Monitor and analyse performance metrics implementing improvement initiatives asneeded.

Stakeholder Engagement

• Act as the renewal focal point for SAP-India leadership providing clear visibility onforecasts churn outlook and performance risks.
• Collaborate with Sales Customer Success (CSM) Finance and Legal to ensureseamless renewal execution and effective customer engagement.
• Align with regional CRC leadership to share best practices drive transformation andsupport APAC-wide initiatives.

What you bring:

• 12 years of experience in account management renewals customer success or sales leadership within the enterprise software or SaaS space
• 2 years of experince in people management or manageing the team.
• Strong track record of delivering renewal and churn management targets.
• Skilled negotiator with strong stakeholder management abilities including executive-level engagement.
• Experience working with enterprise customers is preferred.
• Expertise in forecasting pipeline management and data-driven business decision making.
• Experience in leading transformation programs and scaling operations is highly desirable.
• Leadership experience in managing and developing high-performing teams.
• Education: MBA or equivalent is a plus. Or bachelors degree in business management or related field

What we Offer:

• The opportunity to shape the future of customer retention in one of the fastest growing regions for cloud business.
• A leadership role in a strategic APAC region with exposure to global best practices and transformation programs.
• The chance to drive impact at scale influencing renewal outcomes across diverse industries and customer segments.
• Career development opportunities with access to leadership programs & mentorship
• A collaborative inclusive culture that values innovation continuous improvement and customer success.
• Competitive compensation benefits and recognition aligned with performance and impac

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Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

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Requisition ID: 436420 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Management Employment Type: Regular Full Time Additional Locations: #LI-Hybrid