SuccessFactors; HCM Head of UKI Customer Success

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 and great benefits and a team that wants you to grow and succeed.

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.

• Lead the SAP Success Factors 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.

• 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 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 and sustained outcomes and team wellbeing are prioritised.

• Ensure customer programs are structured, outcome‑led, and adoption‑focused.
• Guide and lead experience management across the customer lifecycle, including governance quality, escalation effectiveness and clarity of accountability.
• Be answerable for enabling adoption and consumption of purchased solutions and success entitlements.

• Coordinate SAP resources across Customer Success Managers, Services, Sales, Product and Global Customer Success Centres.
• Make informed prioritisation decisions to ensure team capacity is applied where it delivers the greatest shared impact.

• 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.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.