SAP America: Customer Success Value Planning Specialist

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 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-loop feedback mechanisms with Customer Success Managers, Customer Renewal Executives, Value Advisory, field leaders, and customers to continuously refine value 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.

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 121,000 - 261,800. 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

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

Requisition ID: 452748 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid