SAP America Customer Success Value Planning Specialist

The Customer Success Value Planning Specialist will define how SAP embeds customer value planning into the Customer Success Management operating model.

This role will help make value realisation a practical discipline used by Customer Success Managers and Customer Renewal Executives throughout the customer lifecycle. It will define how customer goals business outcomes KPI libraries value scorecards and progress measures are captured maintained and used to guide engagement adoption renewal readiness and executive conversations.This is not a Value Advisory role. The role will not be responsible for delivering customer-specific value consulting engagements. Instead it will partner closely with Value Advisory and other teams to operationalise value concepts within the standard Customer Success Management engagement model.

The role will create the frameworks playbooks templates system requirements and field guidance needed to help Customer Success Management teams connect customer objectives to adoption progress measurable outcomes and realised value.

Key Responsibilities

• Define the operating framework for how Customer Success Management captures tracks and communicates customer goals intended outcomes success measures and realised value.

• Partner with Value Advisory to align with enterprise value methodologies while adapting those concepts into practical Customer Success Management processes playbooks and engagement standards.

• Build KPI libraries value drivers and scorecard structures that help Customer Success Management teams track progress against customer outcomes by product industry maturity level and lifecycle stage.

• Translate value realisation concepts into field-ready templates job aids customer-facing materials internal guidance and system requirements.

• Partner with Analytics and Operations teams to define which value measures can be supported through available data where process changes are needed and how value progression should be reported.

• Embed value planning into standard lifecycle engagement business reviews renewal preparation expansion support and executive alignment motions.

• Partner with Renewals teams to ensure value evidence supports stronger commercial positioning earlier risk identification and clearer renewal readiness.

• Establish closed-loopfeedbackmechanismswith Customer Success Managers Customer Renewal Executives Value Advisory field leaders and customers tocontinuously refinevalue planning assets.

• Define adoption and impact measures to assess whether value planning is being used consistently and whether it is improving customer outcomes renewal confidence and commercial performance.

Skills and Experience

Basic Qualifications

• 6 years of experience in Customer Success Management Customer Experience Customer Value Customer Strategy Lifecycle Strategy Business Transformation or related roles in a SaaS cloud enterprise software or B2B technology environment.

• Experience designing or operationalising customer lifecycle frameworks value frameworks success planning customer engagement models or Customer Success Management playbooks.

• Experience working cross-functionally with Customer Success Management Value Advisory Renewals Product Operations Enablement or Analytics teams.

• Strong understanding of SaaS business models adoption retention renewal readiness expansion and customer outcome management.

• Experience translating strategy into practical processes assets templates and field guidance.

Preferred Qualifications

• Experience building KPI libraries value scorecards success planning frameworks business review templates or customer outcome measurement approaches.

• Familiarity with Customer Success Management tools such as Gainsight Salesforce or similar workflow and engagement platforms.

• Strong ability to simplify complex concepts into practical guidance for field teams.

• Strong written and verbal communication skills including the ability to build clear narratives executive-ready materials and field-facing assets.

• Comfort working in a global matrixed organisation with multiple stakeholders and competing priorities.

• Ability to balance strategic design with hands-on execution.

• Strong customer-first judgement with the ability to create frameworks that are both commercially relevant and genuinely useful to customers.

• Practical understanding of measurement adoption tracking and continuous improvement methods.