SAP America Customer Success Intelligence and AI Innovation Expert

The Customer Success Intelligence and AI Innovation Expert will lead the business design and requirements for customer intelligence decisioning and AI-enabled capabilities.

This role will define the business requirements for how customer signals health risk adoption value renewal readiness and commercial context are brought together to guide better decisions and more precise customer engagement. This is not an analyst role or a technical delivery role. The role acts as the business lead and strategic partner to Analytics IT Product Business AI and Strategy & Operations teams. It will define functional requirements translate business needs into technical requirements shape prioritisation and ensure new capabilities are designed around clear business outcomes.

Success in this role will be measured by SAPs ability to turn fragmented customer data into trusted intelligence actionable recommendations scalable engagement patterns and measurable improvements in adoption renewal readiness customer outcomes and operating efficiency.

Key Responsibilities

• Define the business architecture for customer intelligence across Customer Success Management including how customer signals are used to understand current condition future risk value realisation renewal readiness and growth potential.

• Define and standardize the business signal taxonomy data requirements source mapping account-product relationships and historical context needed to create a trusted and actionable view of the customer.

• Translate Customer Success Management business needs into clear functional requirements technical requirements business rules and prioritised delivery asks for Analytics IT Product and Business AI teams.

• Define the business rules decisionframworks andprioritsationlogic escalation paths treatment strategies and feedback loops that helpdeterminewhat action is needed when and through which channel.

• Define how intelligence recommendations and AI-enabled capabilities are embedded into Customer Success Management workflows cadences and field motions to ensure consistent adoption and usage.

• Establish closed-loop feedback mechanisms to continuously refine signals decision frameworks and AI recommendations based on customer outcomes and field performance.

• Influence the Customer Success Management technology stack byidentifyingcapability gaps shaping roadmap priorities and ensuring systems such as Gainsight and related platforms support the future operating model.

• Establish success measures to assess whether customer intelligence and AI-enabled capabilities are improving decision quality productivity customer outcomes renewal performance and commercial impact.

Skills and Experience

Basic Qualifications

• 8 years of experience in Customer Success Management strategy customer intelligence digital transformation business architecture analytics strategy AI-enabled transformation or technology-enabled operating model design.

• Experience working in a SaaS cloud enterprise software platform or B2B technology environment.

• Experience translating business strategy into functional requirements technical requirements business rules and delivery priorities.

• Experience partnering with Analytics IT Product Operations and business teams to deliver enterprise-scale capabilities.

• Strong understanding of Customer Success Management operating models including adoption renewal readiness risk management value realisation lifecycle engagement and digital scale.

Preferred Qualifications

• Experience shaping customer health churn risk adoption value renewal or next-best-action capabilities.

• Experience with Customer Success Management platforms such as Gainsight Salesforce or comparable enterprise workflow and engagement platforms.

• Familiarity with AI-enabled business capabilities agent design predictive analytics recommendation engines or decisioning systems.

• Strong commercial understanding of retention expansion adoption consumption and lifetime value drivers.

• Ability to influence without direct ownership of technical teams or delivery resources.

• Strong executive communication skills with the ability to simplify complex topics and create clear decision-ready recommendations.

• High judgement strong critical thinking and comfortoperatingin ambiguous emerging areas.