VP, Global Customer Success Engagement Excellence

Overview

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.

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 Q  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, Q  standards, closed-loop customer response, and product feedback integration across all regions and Lines of Business.

• 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 Q  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.

• 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.
• Value-Based Q  and Lifecycle Discipline
• Own the global Q  and strategic review framework, ensuring consistent structure, insight quality, and outcome orientation tied to adoption, renewal, and expansion.
• 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.
• 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.
• 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.
• Advocacy and Value Storytelling
• Integrate customer proof points, advocacy, and outcome…