Senior Solution Customer Success Manager - Finance

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 Senior Solution Customer Success Manager

Finance is a strategic, customer-facing role responsible for driving long-term customer success, value realization, and adoption across the SAP Finance portfolio.

Acting as a trusted advisor to senior Finance stakeholders, this role ensures customers achieve tangible business outcomes from their SAP investments throughout the full subscription lifecycle. The Senior CSM plays a critical role in protecting renewals, identifying expansion opportunities, managing executive relationships, and orchestrating SAP internal teams to deliver a consistent, high-value customer experience.

Key Responsibilities

Strategic Customer Success & Value Realization

• Own the end-to-end customer success strategy for a portfolio of strategic and enterprise Finance customers.
• Drive measurable business outcomes, adoption, and value realization aligned to customers’ Finance transformation goals.
• Proactively identify risks to adoption, satisfaction, and renewal, defining and executing mitigation plans.

Executive Engagement & Governance

• Build and maintain trusted relationships with senior customer stakeholders, including Finance Directors, Controllers, and CFO-level executives.
• Lead structured governance with customers, including operational reviews, executive business reviews, and value-focused discussions.
• Position SAP as a long-term strategic partner for Finance transformation.

Renewal Protection & Expansion Enablement

• Own and manage renewal motions, ensuring continuity of service and customer satisfaction.
• Identify and qualify expansion opportunities based on customer maturity, usage, and evolving business needs.
• Partner closely with Sales to support upsell and cross-sell motions through value-led insights (non-quota carrying role).

Escalation & Internal Orchestration

• Act as the senior escalation point for customer issues, coordinating across Support, Engineering, Product, Operations, and Sales.
• Drive accountability and timely resolution of critical issues impacting customer experience and business outcomes.
• Advocate for the customer internally while balancing SAP priorities and commitments.

Finance Domain Leadership

• Demonstrate strong understanding of core finance processes such as Financial Close, Reporting, Planning, Controls, and Compliance.
• Translate customer business challenges into actionable success plans aligned with SAP Finance capabilities.
• Support customers in aligning SAP solutions with their broader Finance roadmap.

What You Bring

• 6+ years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role within enterprise software or SaaS.
• Strong experience working with Finance stakeholders and/or Finance-related enterprise solutions.
• Proven ability to engage at executive level and manage complex, strategic customer relationships.
• Ability to apply risk-mitigation strategies to customer situations.
• Experience leading renewal discussions, managing escalations, and driving customer value realization.
• Strong communication, stakeholder management, and influencing skills in matrixed, global organizations.
• High level of ownership, accountability, and ability to operate independently in ambiguous environments.
• Fluency in English; experience in multinational or global environments is a strong advantage.

Why This Role Matters

The Senior Solution Customer Success Manager – Finance is pivotal to ensuring customer trust, retention, and long-term value realization within SAP’s Finance portfolio. By connecting customer strategy, Finance transformation priorities, and SAP capabilities, this role directly impacts renewals, expansion, and customer advocacy—while strengthening SAP’s position as a strategic partner to the Office of the CFO.

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: 446825  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

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