VP, Global Customer Success Engagement Excellence

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 build

This role is accountable for defining and elevating the quality, consistency, and executive impact of Customer Success engagement across all Lines of Business, regions, and customer segments.

The VP shapes how SAP’s Customer Success organization shows up with customers: how CSMs and CS leaders build executive relationships, run value-based and outcome-driven conversations, execute disciplined lifecycle and QBR motions, and influence customer decision-makers through clear narrative, insight, and trust.

The role is a direct lever for protecting and growing SAP’s recurring revenue base by ensuring that engagement standards, executive dialogue, enablement, and closed-loop response to customer insight consistently drive adoption, renewal readiness, expansion, and long-term value realization at enterprise scale.

The role is specifically anchored in a cloud and subscription business model, where executive engagement, value realization, and lifecycle discipline are critical to driving adoption, renewal, expansion, and long-term recurring revenue growth.

In close partnership with Customer Marketing & Insights (CMI) and Product, the role ensures that customer and field signals from executive engagements, QBRs, renewals, and adoption journeys are translated into actionable engagement standards, executive narratives, and Customer Success input to product prioritization.

The role leads a global team responsible for engagement excellence, executive readiness, value communication, QBR standards, closed-loop customer response, and product feedback integration across all regions and Lines of Business.

Scope & Impact

• Enterprise remit across all Customer Success engagement motions and executive interactions.
• Defines global standards for executive presence, value-based dialogue, and renewal-ready engagement.
• Drives consistency in QBR quality, success planning, and outcome articulation across regions and LoBs.
• Acts as the Customer Success owner of closed-loop response to Voice of Customer in partnership with CMI.
• Ensures structured product and portfolio feedback from Customer Success is represented in Product and Engineering forums.
• Leads a globally distributed team setting engagement, enablement, and executive communication standards for Customer Success Management.

Key Responsibilities

1. Executive Engagement Standards

• Define global standards for executive-level Customer Success engagement, including relationship depth, value articulation, and renewal readiness conversations.
• Own the global executive communication narrative for Customer Success, ensuring consistent, outcome-based storytelling for board-level audiences.

2. Value-Based QBR and Lifecycle Discipline

• Own the global QBR and strategic review framework, ensuring consistent structure, insight quality, and outcome orientation tied to adoption, renewal, and expansion.

3. Executive Enablement & Capability Architecture

• Own the Customer Success capability and readiness architecture, including executive communication, value storytelling, role maturity, and certification standards, in partnership with SAP Academy.

4. Voice of Customer Integration (with CMI)

• Ensure Voice of Customer insights from CMI are translated into engagement standards, executive narratives, renewal readiness motions, and enablement priorities, with clear closed-loop action.

5. Product Feedback Integration

• Ensure structured product feedback from Customer Success engagements and executive reviews is synthesized and represented in Product and Engineering forums, with closed-loop communication back to the field and customers.

6. Advocacy and Value Storytelling

• Integrate customer proof points, advocacy, and outcome stories into executive conversations and success motions in partnership with Marketing and References.

7. Risk Visibility through Engagement Quality

• Ensure engagement models surface adoption risk, value gaps, and renewal exposure early through disciplined executive dialogue.

8. Governance and Measurement

• Define engagement quality KPIs, maturity standards, and governance to ensure consistent execution across regions and Lines of Business.

9. Organization & Capability Leadership

• Build and lead a high-performing global team covering engagement standards, executive enablement, QBR excellence, closed-loop customer response, and product feedback integration.
• Set the global cultural and behavioral standard for Customer Success, including executive presence, customer empathy, accountability, and outcome ownership.

What you bring

Experience

• 2+ years in senior leadership roles in Customer Success, post-sales, services, or customer lifecycle organizations within large global enterprise software or platform companies.
• Deep experience operating in cloud and subscription-based business models, with a strong understanding of adoption dynamics, renewal motions, expansion plays, and lifetime value management in recurring revenue environments.
• Proven track record building executive-level engagement and enablement models that drive adoption, renewal, expansion, and long-term customer trust.
• Experience defining and scaling global QBR, value realization, and executive communication frameworks.
• Demonstrated success influencing Product, Marketing, Renewal, and GTM leaders through customer insight and executive narrative.
• Proven leadership of globally distributed teams in complex, matrixed environments.

Capabilities

• Deep expertise in executive communication, value-based storytelling, and outcome-driven customer dialogue.
• Strong commercial acumen, connecting engagement quality to renewal readiness, expansion, and lifetime value.
• Ability to influence without formal authority, representing the Customer Success perspective in executive and cross-functional forums.
• Ability to translate Voice of Customer and field insight, in partnership with CMI and Product, into concrete changes in engagement standards, enablement, and executive narratives.
• Ability to translate customer and field insight into clear, executive-level product feedback that influences prioritization and roadmap direction without formal ownership.
• Proven global people leader, building high-performing, multi-disciplinary teams focused on trust, impact, and business outcomes.

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.

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Successful candidates might be required to undergo a background verification with an external vendor.

We are ethical and compliant
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Requisition ID: 446110  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Management  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid