Success Plan Manager, West Market Unit

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.

What you'll do:

The Success Plan Manager is a core role within SAP Customer Services & Delivery and works closely with account teams and service delivery organizations to ensure customers achieve measurable outcomes from their SAP investments. The role collaborates with Customer Engagement Partners, Enterprise Architects, Data Architects, Success Experts, and delivery teams to provide a coordinated, outcome-driven customer experience.

As the Success Plan Manager (SPM), you will:

• Own the end-to-end execution of customer Success Plans across the customer lifecycle, ensuring structured delivery of outcomes, adoption, and value realization
• Act as a trusted advisor to customer IT and business leadership, guiding decision-making across transformation, adoption, and optimization initiatives
• Lead in-depth analysis of customer strategy, objectives, risks, transformation priorities, and solution adoption challenges
• Translate customer goals into actionable Success Plans with defined milestones, governance, and measurable success criteria
• Establish, lead, and maintain governance cadence including executive steering committees, quarterly business reviews, and ongoing status and value reporting
• Orchestrate and align cross-functional SAP teams to deliver Success Plan entitlements effectively and consistently across solutions and landscapes
• Partner closely with Customer Engagement Partners, Enterprise Architects, Data Architects, Success Experts, and delivery organizations to ensure coordinated execution
• Proactively identify, manage, and mitigate risks, issues, and escalations, driving resolution through structured escalation management
• Monitor and interpret adoption, consumption, and engagement health indicators to proactively adjust plans and recommendations
• Drive continuous optimization, innovation, and improvement initiatives to maximize realized customer value
• Enable renewal readiness by clearly demonstrating delivered outcomes, realized value, and sustained adoption of SAP solutions

Expectations and Tasks

• Maintain strong executive-level customer relationships built on trust, transparency, and consistent delivery quality
• Ensure disciplined planning, execution, and follow-up across all Success Plan activities
• Provide clear, concise, and value-based executive communications and reporting
• Coordinate internal SAP stakeholders to ensure clarity of roles, responsibilities, and ownership
• Serve as the primary escalation point for Success Plan-related risks and delivery challenges
• Ensure alignment between customer priorities, SAP recommendations, and delivered outcomes
• Uphold SAP standards for service quality, governance, and customer engagement excellence

What you bring:

Strong SAP business and technical solution architecture knowledge across enterprise, cloud, and platform solutions

• Experience with SAP S/4HANA, SAP Business Technology Platform, and SAP cloud solutions preferred
• 6+ years of hands-on experience with SAP’s Enterprise Solutions, Industry Solutions, Platform Solutions, SaaS Solutions, Third-Party Technologies, or Partner Technologies.
• Candidates must be able to travel up to 80% of the time
• Several years of experience leading or managing customer-facing engagements within SAP services, consulting, customer success, or delivery organizations
• Experience supporting enterprise-scale customers through complex transformation, adoption, or optimization programs
• Proven ability to engage effectively with C-level executives, senior leaders, and key influencers
• Strong understanding of adoption, value realization, governance, and lifecycle engagement practices
• Knowledge of SAP project management, quality management, and value management frameworks
• Strong facilitation, negotiation, and de-escalation skills in complex stakeholder environments
• Ability to influence outcomes across matrixed organizations without direct authority
• Bachelor’s or master’s degree in a STEM discipline or equivalent professional experience

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.

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 107300-230600USD. 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: 450818 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 60% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid