VP, Global Customer Success Innovation

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COMPANY OVERVIEW

SAP innovations help more than 400000 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 200 million users and more than 100000 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 we build breakthroughs together.

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In line with SAPs strategic imperatives for 2026 this leader will be responsible for driving SAP forward on its path of harnessing digital and AI enabled Success motions. This role defines the global strategy design and future evolution of SAPs Customer Success model across all Lines of Business regions and Customer Success roles . It will set the stage for SAP to step out as a world-class exemplar of Business AI as we demonstrate the art of the possible to our customers and SAP ecosystem.

This is an Executive Level Position responsible for shaping how SAP translates its business priorities into a coherent scalable and outcome-driven Customer Success approach that accelerates adoption strengthens renewal readiness drives expansion and maximizes lifetime value across a multi-billion-dollar global cloud and platform revenue base.

The role does not own corporate strategy go-to-market strategy or business operations. Its mandate is to shape the Customer Success architecture: the engagement models value frameworks standards and capabilities that enable consistent high-quality execution at scale across the enterprise.

SCOPE AND IMPACT:

• Enterprise remit across all Lines of Business (LoBs) customer segments and Customer Success motions (high-touch digital pooled partner-assisted and value-led).
• Defines the strategic foundations that underpin adoption retention expansion and customer value realization across SAPs global install base.
• Shapes the future role of Customer Success in SAPs cloud platform and AI-driven business models.
• Influences multi-year investment priorities in capabilities skills digital enablement and engagement models.
• Partners closely with SAP leadership Strategy & Operations Sales Product CS&D and Finance to ensure alignment without duplicating their functional accountabilities.

KEY RESPONSIBILITIES:

1.Global Customer Success Strategy

• Define the multi-year strategic direction for Customer Success aligned to SAPs business and portfolio priorities.
• Establish a clear differentiated Customer Success value proposition across all segments and solutions.
• Articulate how Customer Success drives adoption time-to-value renewal readiness expansion and long-term customer value.

2.Customer Success Operating Architecture

• Own the design and evolution of the global Customer Success model including:
  • Segmentation and service tiering
  • Engagement and coverage motions
  • Role definitions and interaction models across all CS functions
• Set standards and design principles to ensure consistency clarity of accountability and scalability across regions and LoBs.

3. Value Adoption and Renewal Frameworks

• Define the global frameworks for:
  • Customer outcomes and value realization
  • Adoption and time-to-value acceleration
  • Renewal readiness and churn risk management
  • Expansion and consumption growth
• Ensure health risk and value signals translate into clear success plays leadership visibility and measurable impact.

4. Customer Success Performance Insight & Strategic Response

• Translate Strategy & Operations and Finance performance reporting into an integrated Customer Success perspective on trends risks opportunities and structural root causes.
• Frame the strategic implications of performance data for the Customer Success model including coverage engagement motions digital versus high-touch mix and capability investment.
• Develop deep fluency in the underlying performance drivers across all Lines of Business segments and engagement models.
• Identify systemic issues and opportunities related to segmentation capacity engagement motions role design and capability gaps.

• Define and steer the strategic responses to these insights including:
  • Changes to the Customer Success operating model and success motions
  • Targeted acceleration and intervention programs
  • New success plays and value initiatives
  • Capability role and skill evolution
  • Prioritization and investment recommendations
• Provide forward-looking fact-based guidance to the SVP Global Customer Success and executive leadership on where to intervene to improve adoption renewal expansion and long-term customer value at scale.

5. Customer Success Systems & Business Ownership

• Act as the executive business owner for the Customer Success systems and data landscape representing the voice of the Customer Success function in how platforms such as Gainsight and related capabilities are shaped and evolved.
• Define from a Customer Success strategy and operating model perspective what capabilities the systems must enable to support:
  • Lifecycle management and engagement at scale
  • Adoption value realization and renewal readiness
  • Digital and AI-enabled success motions
  • Executive visibility and performance insight

• Set the strategic direction and guardrails for how Customer Success processes success motions and performance frameworks are represented in the systems and data landscape.
• Partner with Strategy & Operations IT and Analytics who own solution design and delivery to ensure the systems roadmap and priorities are informed by and aligned with the future-state Customer Success model and business outcomes.
• Ensure that system evolution consistently supports standardization scalability and insight-to-action across all Lines of Business and Customer Success roles.

6. Innovation and Future-Ready Success Models

• Lead the innovation agenda for Customer Success including:
  • Digital and AI-enabled engagement models including continued enhancements to the Joule AI customer experience
  • Data-driven insights and predictive success approaches leveraging the SAP Business Data Cloud
  • Creation of bold industry-specific AI solutions for our customers
  • New motions for platform consumption and AI-led solutions
• Incubate and scale new capabilities pilots and approaches that improve effectiveness productivity and customer outcomes.

7. Insights Measurement and Governance

• Define global standards for Customer Success measurement including outcome KPIs health frameworks and value tracking.
• Ensure consistent use of insights analytics and telemetry to guide prioritization investment decisions and executive action.
• Establish governance and design guardrails that enable global consistency while allowing for controlled regional and portfolio variation.

8. Executive Partnership and Thought Leadership

• Act as senior strategic advisor to the SVP Global Customer Success and the broader executive leadership on the evolution of the Customer Success model.
• Partner with LoBs Strategy & Operations Sales Product Services and Finance to ensure Customer Success frameworks are aligned with business priorities and lifecycle design.
• Represent the Customer Success strategy architecture and innovation agenda in executive forums.
• Own the executive-level Customer Success performance narrative integrating data trends and strategic implications into clear forward-looking storylines that inform leadership decision-making and investment choices.
• Continuously benchmark SAPs Customer Success model value frameworks and digital capabilities against industry leaders and emerging best practices and translate relevant insights into the evolution of SAPs global approach.

9. Organization and Capability Leadership

• Build and lead a high-performing global team covering Customer Success strategy innovation insights value frameworks and model design.
• Set the standard for strategic rigor enterprise thinking and outcome orientation across the Customer Success leadership community.

LEADERSHIP PROFILE:

Experience

• 12 years in senior leadership roles in Customer Success post-sales strategy customer lifecycle or large-scale transformation within global enterprise software or platform organizations.
• Proven experience shaping Customer Success strategy and operating models in multi-billion-dollar recurring revenue environments with direct impact on renewal churn expansion and lifetime value.
• Track record designing and evolving global engagement models segmentation digital and high-touch motions and value realization frameworks across complex matrixed environments.
• Proven business ownership and strategic architecture of Customer Success systems and data platforms (e.g. health risk predictive analytics digital engagement) in partnership with Operations and Technology.
• Demonstrated success leading enterprise-scale transformation and change driving adoption of new models capabilities and ways of working across regions and Lines of Business.
• Strong commercial and financial acumen with deep understanding of adoption retention expansion and lifetime value drivers.

Capabilities

• Enterprise-level strategic and systems thinking with the ability to design end-to-end Customer Success architectures spanning segmentation engagement models digital and AI-enabled motions and value realization.
• Exceptional ability to translate complex data predictive insights and performance signals into clear executive-level recommendations and strategic choices.
• Proven operating model design and transformation leadership with the ability to move from future-state vision to scalable adopted ways of working across global matrixed organizations.
• Strong commercial acumen connecting Customer Success strategy and performance to renewal expansion lifetime value and investment decisions.
• Credibility and influence with senior executives across Sales Product Finance Strategy & Operations and Technology.
• Deep understanding of Customer Success systems analytics platforms and digital engagement capabilities and how to leverage them to enable insight-to-action at scale.
• Ability to operate as a trusted advisor to senior leadership synthesizing strategy performance and customer insight into clear points of view and recommendations that shape executive decisions.
• Ability to lead and develop high-performing multidisciplinary global teams across strategy analytics technology and change.

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.

We win with inclusion
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Compensation Range Transparency: SAPbelieves the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 360000 - 540000(CAD) actual amount to be offered to the successful candidatewill be within that range dependent upon the key aspects of each case which may include education skillsexperience scope ofthe role location etc. as determinedthrough theselection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements:SAP North America Benefits.

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Requisition ID: 445735 Work Area: Sales Expected Travel: 0 - 10% Career Status: Executive Employment Type: Regular Full Time Additional Locations: #LI-Hybrid