Vice President, Cloud ERP Finance - Solution Customer Success Management (S-CSM)

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.

Location: Latin America (preferred: Mexico) SAP office location within Latin America; the role requires frequent travel (40%) to customer sites and internal leadership meetings in Latin America and the United States.

Languages (Mandatory):

· Fluent Spanish and/or Portuguese

· And fluent English

Role Purpose

The Vice President, Cloud ERP Finance S-CSM is a senior leadership role accountable for driving customer value realization, adoption, retention, renewal, and expansion for SAP Cloud ERP Finance customers across Latin America and US South Market Unit.

This role leads a regional organization of Solution Customer Success Managers (S-CSMs) and serves as the senior executive sponsor for SAP’s most strategic Cloud ERP Finance customers. The VP operates as a player-coach, combining executive customer engagement with strong people leadership, operational rigor, and close partnership with Sales, Services, and Product organizations.

The role is responsible for ensuring SAP customers achieve measurable business outcomes, accelerate time-to-value, and maximize long-term customer lifetime value while protecting and growing recurring cloud revenue.

---

Key Responsibilities

Executive Customer Leadership & Value Realization

· Act as executive sponsor for priority Cloud ERP Finance accounts, building deep, trust-based relationships with C-suite and senior business leaders.

· Drive customer adoption, consumption, and outcome achievement across SAP Cloud ERP Finance solutions.

· Lead executive steering committees, QBRs, risk reviews, and value realization discussions.

· Proactively identify and de-escalate complex or high-risk customer situations.

· Ensure consistent execution of SAP’s Customer Value Journey and Customer Success Transformation practices.

Regional Business Ownership

· Own regional Cloud ERP Finance customer health, including renewal rate, churn mitigation, backlog protection, and expansion outcomes.

· Be accountable for retention, renewal, upsell, and cross-sell performance across the assigned Latin American and US South portfolio.

· Maintain a rolling multi-quarter view of customer and regional health, risk, and growth opportunities.

· Partner closely with Sales leadership on account strategy, forecasting, pipeline, and commercial execution.

People & Organizational Leadership

· Lead, coach, and develop a high-performing organization of Cloud ERP Finance S-CSMs and managers.

· Design the regional operating and coverage model to ensure scale, efficiency, and customer impact.

· Set clear performance objectives and KPIs (40% Netbookings, 60% cACV), aligned to customer outcomes and financial goals.

· Foster an inclusive, high-trust leadership culture focused on accountability, ownership, and continuous development.

· Identify skill gaps and drive enablement across Cloud ERP, industry, value management, and executive presence.

Cross-Functional & Ecosystem Alignment

· Work collaboratively with SAP Sales, Services, Support, Product, Solution Management, and Partner organizations.

· Influence cross-functional teams without direct reporting authority to deliver seamless customer experiences.

· Coordinate senior SAP leaders and global specialists to support customer priorities and strategic initiatives.

---

Success Metrics

· 40% Netbookings on Cloud ERP Finance (driving renewal and retention rate)

· 60% consumed ACV on Cloud ERP Finance

· Other metrics

o Customer health and risk indicators

o Adoption, consumption, and time-to-value metrics

o Expansion and upsell contribution

o Executive engagement depth and customer satisfaction (e.g., NPS)

o Team performance, capability maturity, and employee engagement

---

Qualifications & Experience

Professional Experience

· 10+ years of experience in Customer Success, Consulting, Services, Sales, or Enterprise Software leadership roles.

· 5+ years leading managers and senior customer-facing professionals.

· Proven experience managing complex enterprise customer portfolios and executive relationships.

· Strong background with ERP cloud software and SaaS business models.

· Demonstrated success driving renewals, expansions, and long-term customer value.

· Experience operating in multi-country, multicultural environments, ideally across Latin America and USA.

Skills & Capabilities

· Exceptional executive presence and communication skills.

· Strong business and financial acumen with the ability to link technology to business outcomes.

· Ability to manage ambiguity, scale operations, and lead through transformation.

· Deep understanding of customer lifecycle management, value realization, and adoption frameworks.

· Resilient leader capable of handling high-pressure, customer-critical situations.

Education

· Bachelor’s degree required.

· MBA or equivalent advanced degree preferred.

Travel Requirements

· Expected travel of 40–60%, primarily within Latin America and the United States.

---

Why This Role Matters

This role is pivotal to SAP’s Cloud ERP growth in Latin America. As Vice President, Cloud ERP Finance S-CSM, you will directly shape customer outcomes, influence regional revenue performance, and build a world-class Customer Success organization that earns SAP a true trusted advisor position with its most strategic customers.

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: 451674 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 40% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid