Customer Success Partner Expert, HXM FM

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.

Role Summary

The Customer Success Partner Expert is accountable for changing how customers operate not for monitoring how software is used and must actively maintain role boundaries to ensure delivery remains with the appropriate parties while retaining full accountability for customer outcomes. The role exists to move customers up the HR maturity curve by influencing strategy operating models and executive decisions using SAP technology AI and ecosystem partners as enablers.

Success in this role is defined by evidenced customer capability change adoption with intent and sustained business outcomes demonstrated through executive engagement decision influence and measurable impact This is not by activity volume reporting cadence or internal data hygiene.

Role Purpose

To act as SAPs trusted partner to senior HR and business leaders with direct and sustained engagement at decision-maker level as a prerequisite for success by:

• elevating HR from process execution to insight-led workforce decisions
• embedding AI automation and analytics into how work gets done
• and ensuring customers realise measurable productivity decision-quality and organisational impact.

The role drives mutual success across the Land Adopt Consume Expand lifecycle by influence and orchestration not by delivery ownership or manual control.

Core Accountabilities (What You Are Accountable For)

• Establish and maintain direct access to decision makers; absence of executive engagement is treated as a performance risk.
• Drive customer capability change not license usage or task completion.
• Move customers forward on the HR maturity journey through AI insight and operating model evolution.
• Anchor value in business outcomes better decisions and workforce impact.
• Make AI real through adoption behaviour change and simplification not feature rollout.
• Own customer outcomes even when delivery is led by partners GSIs or SAP services by defining the path to resolution and directing
• Create pathways to executive engagement and decision influence where they do not exist; do not wait for ideal customer conditions.
• Protect time and focus for high-value customer work challenging internal demands that dilute impact.
• Act as the senior escalation point reframing issues into decisions and trade-offs not firefighting.
• Use systems of record to inform judgement not spreadsheets to run the business.

Key Responsibilities (How the Role Operates)

• Shape and lead customer agendas with CHROs and HR leadership teams aligning SAP capability to strategic priorities.
• Co-create outcome-led roadmaps that clearly articulate why change matters not just what will be implemented.
• Influence adoption by simplifying processes reducing manual effort and embedding new ways of working evidenced through decisions taken priorities reset and outcomes agreed with executive stakeholders.
• Leverage customer communities peer learning and reference stories to scale impact beyond individual accounts.
• Engage ecosystem partners to extend reach and accelerate outcomes while enforcing clear ownership boundaries and preventing misallocation of delivery responsibility to the CSM role.
• Escalate early when product data or operating model constraints block adoption or value realisation.
• Contribute to SAPs collective learning by sharing patterns insights and proven approaches not reports.

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
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) 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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 452602 Work Area: Consulting and Professional Services Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid