SAP America: Customer Success Intelligence and AI Innovation Expert

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.

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 SAP’s 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, decision framworks, and prioritsation logic, escalation paths, treatment strategies, and feedback loops that help determine what 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 by identifying capability 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 comfort operating in ambiguous, emerging areas.

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s 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 annual combined range for this position is 172,900 - 368,700. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection 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.

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: 452747 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid