SuccessFactors (HCM) Head of UKI Customer Success

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 Head of UK & Ireland Customer Success (HCM) leads HCM customer success across the UK&I market unit. The role is accountable for delivering customer outcomes, adoption, experience, and business value across the region by developing, positioning, and coordinating a high-performing Customer Success team, and by creating leverage through close partnership with the broader SAP ecosystem.

This senior market leadership role drives durable outcomes through strategic decision-making, prioritisation, and governance. The role operates primarily through decision-making, prioritisation, and governance rather than direct execution. You will surface and frame delivery, product, and resourcing issues, mobilise and scale resources and solutions, and use influence and orchestration — stepping in selectively to accelerate decisions, reset governance, or strengthen executive alignment.

Engagement at account level occurs selectively to help resolve decisions, realign governance, or establish shared direction. Sustained success is achieved through empowered teams, effective collaboration, and clear decision ownership, rather than reliance on individual intervention.

Market and Customer Accountability

• Lead the SAP SuccessFactors customer success strategy for the UK&I HCM market unit.
• Be accountable for outcomes through prioritisation, coordination, and governance, with delivery enabled through the appropriate teams and roles.
• Executive alignment accountability includes establishing and maintaining clarity of priorities, decision ownership, and escalation paths, so that issues are addressed at the most effective level rather than accumulating at leadership level.
• Empower mutual customer and SAP success across the customer adoption lifecycle.

Influence, Programs, and Market Leadership

• Design and run influence programs that scale beyond individual accounts, including:
• HR community engagement
• executive forums
• AI and experience modernisation narratives
• value and outcomes storytelling
• (Influence programs are measured on downstream adoption, decision clarity, and positive customer behaviour change, rather than event activity or attendance alone.)
• Position SAP as a trusted thought partner in the UK&I HR market.
• Guide AI adoption as a business and experience accelerator, rather than a feature rollout.
• Translate customer feedback and signals, including NPS, into continuous, closed-loop improvement and prioritisation, with a focus on addressing root causes.

People Leadership

• People leadership is centred on sustaining impact while fostering a healthy, inclusive, and respectful team environment, with clear expectations for accountability and outcomes.
• Invest team capacity purposely to support market influence, customer outcomes, and long-term business value.
• Set clear expectations, performance standards, and accountability aligned to influences and outcomes.
• Actively guide performance management across the team.
• Build and strengthen executive credibility and market coverage through selective talent investment.
• Create an environment where:
• Well-considered decisions are encouraged
• Ownership and accountability are transparent
• Sustained outcomes and team wellbeing are prioritised

Program, Experience, and Adoption Leadership

• Ensure customer programs are structured, outcome-led, and adoption-focused.
• Guide and lead experience management across the customer lifecycle, including:
• governance quality
• escalation effectiveness
• clarity of accountability
• Be answerable for enabling adoption and consumption of purchased solutions and success entitlements.
• The role requires effective escalation and resolution, while partnering with the appropriate teams to address delivery, product, or resourcing challenges, ensuring issues are resolved through the correct owners rather than absorbed by the role.

Resource Orchestration and Execution Model

• Coordinate SAP resources across:
• Customer Success Managers
• Services
• Sales
• Product
• Global Customer Success Centres
• Make informed prioritisation decisions to ensure team capacity is applied where it delivers the greatest shared impact.
• Reporting and tooling are intended to enable insight, prioritisation, and decision-making, with an expectation that administrative effort remains proportionate and purposeful.
• Executive trust and continuity across Top 30 customers.
• Improved customer experience signals, including NPS driven by closed-loop action.
• A strong, credible CSM bench with clear accountability and performance discipline.
• Visible SAP influence across UK&I HR communities and forums.
• Improved clarity, quality, and timeliness of executive decisions across priority customers

What you bring

• Leadership of a market-critical function with meaningful business impact.
• Experience making prioritisation and resource decisions that support sustainable success.
• Responsibility for annual customer success, adoption, and experience outcomes.
• People management experience, developing and guiding a professional team to deliver against strategy.
• Ability to represent SAP as a trusted partner with senior customers and stakeholders.

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: 445165 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 40% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid