Customer Success Partner Senior Advisor-Customer Experience (CX)

Job Description

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

Introduction Summary

As a Customer Experience (CX) Customer Success Manager, you will play a critical role in guiding customers through their transformation journeys and helping them realise measurable value from their SAP CX solutions. As the primary post‑sales executive contact for assigned accounts, you will drive customer retention, renewals, and adoption of SAP’s cloud portfolio. You will partner closely with customer stakeholders across business and IT teams and collaborate with the wider SAP ecosystem to support long‑term customer success.

What you’ll do

• Serve as the primary post‑sales executive point of contact for customers at the solution‑area level and manage engagement governance.
• Ensure continuity of cloud subscriptions and maximise product usage across SAP CX solutions.
• Act as the customer advocate, providing a clear feedback loop into SAP product, engineering, and business stakeholders.
• Conduct regular customer success and business reviews with customer executives to identify value opportunities and track progress.
• Create and maintain customer stakeholder maps and define governance structures.
• Support customer line‑of‑business strategy discussions, review business cases, and help facilitate value realisation.
• Develop and maintain an Outcome Success Plan (OSP) and consumption plan (cACV) for each account.
• Orchestrate success plan delivery and ensure smooth collaboration between SAP Customer Success, Services, and Partner teams.
• Build customer roadmaps that enhance product adoption and elevate the perceived value of the SAP subscription.
• Provide leading‑practice guidance on cloud governance, sustainable change management, and solution adoption.
• Build a renewal and expansion plan focused on long‑term customer value and retention.
• Apply commercial acumen to support licensing compliance and contractual optimisation.
• Act as the primary escalation point for cloud issues within your customer portfolio.

What you bring

• Experience managing customer cloud lifecycles within SAP, partner organisations, or consulting environments.
• Exposure to SAP Customer Experience (CX) solutions is preferred.
• Strong knowledge of SaaS models and cloud‑first operating principles.
• Proven experience functioning as a trusted advisor to customers, with strong problem‑solving abilities.
• Experience managing complex customer engagements and transformation initiatives.
• Excellent English communication skills, both written and verbal.
• Commercial mindset, with experience developing account plans and managing contract discussions.
• Ability to work in a regional role requiring up to 20% local and international travel.

Where you belong

• Join a regional team shaping how enterprises connect their front‑office and back‑office through SAP Customer Experience solutions.
• Work with leading CX technologies across commerce, sales, service, marketing, and personalization—enhanced by SAP’s integrated data and AI capabilities.
• Contribute to the success of organisations adopting modern, end‑to‑end SAP CX processes.
• Access continuous learning, development opportunities, and a global network of CX experts.

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
SAP’s 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: Careers@sap.com.

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: 450381 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid