Customer Success Partner Expert-HR/HCM

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 Customer Success Manager - HCM proactively engages with an assigned portfolio of complex customers to achieve business outcomes by supporting the customer’s executive stakeholders. Collaborate closely with managers and peers to ensure success across the Customer Value Journey. With the oversight from management, the CSM has responsibility for assuring the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level.

What You’ll Do

• Responsibility for customer success with SAP cloud subscription solutions in the Human Capital Management domain.
• Support execution of Line of Business (LoB) and Buying Center Relationship Assessments.
• Contribute to the development, maintenance, and execution of HCM-related Outcome Success Plans (OSP).

Engagement & Coordination

• Supports coordination of resources across SAP to accomplish customer's desired outcomes.
• Conduct regular cadences to execute OSPs and deliver Quarterly Business Reviews (QBRs) to customer CXOs.
• Own customer relationships and maintain stakeholder mapping.

Consumption & Commercials

• Monitor solution adoption and consumption. Ensuring proper white-spacing and seek potential expansion opportunities.
• Support renewal and negotiation processes to ensure customer retention.

What you"ll bring:

• 15–20 years of experience in SaaS or Cloud Solutions; HCM expertise is a strong plus.
• Proven track record in managing customer engagements, including commercial responsibilities.
• Strong communication skills (verbal and non-verbal) with excellent analytical capabilities.
• Experience in customer success, renewals, and retention strategies.
• Knowledge of HR processes and technology.

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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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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.

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 444341 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: