Vice President Global Customer Success Innovation

SAP SE; Vancouver; On-site; CAD 360,000 - 540,000; Full time

Job summary

A global business software leader is looking for an experienced executive to design and drive the Customer Success strategy in Vancouver. This role involves shaping innovative customer engagement models and achieving high customer value realization. Candidates should have extensive leadership experience in customer success, a keen understanding of business architecture, and strong strategic thinking skills. Join a team committed to making every challenge a solution and contribute to the growth of AI-enabled solutions in the global market.

Benefits

Competitive salary

Health and wellness programs

Opportunities for professional development

Qualifications

• 12+ years in senior leadership roles in Customer Success or transformation.
• Track record shaping Customer Success strategy in recurring revenue environments.
• Ability to translate data into strategic choices.

Responsibilities

• Define the multi-year strategic direction for Customer Success.
• Own the design and evolution of the global Customer Success model.
• Lead innovation in AI-enabled engagement models.

Skills

Leadership

Strategic thinking

Customer Success management

Financial acumen

Data analytics

Education

Master's degree in relevant field

Job description

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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.

COMPANY OVERVIEW

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

In line with SAP’s strategic imperatives for 2026, this leader will be responsible for driving SAP forward on its path of harnessing digital and AI enabled Success motions. This role defines the global strategy, design, and future evolution of SAP’s Customer Success model across all Lines of Business, regions, and Customer Success roles. It will set the stage for SAP to step out as a world-class exemplar of Business AI, as we demonstrate the art of the possible to our customers and SAP ecosystem.

This is an Executive Level Position, responsible for shaping how SAP translates its business priorities into a coherent, scalable, and outcome-driven Customer Success approach that accelerates adoption, strengthens renewal readiness, drives expansion, and maximizes lifetime value across a multi-billion-dollar global cloud and platform revenue base.

The role does not own corporate strategy, go-to-market strategy, or business operations. Its mandate is to shape the Customer Success architecture: the engagement models, value frameworks, standards, and capabilities that enable consistent, high-quality execution at scale across the enterprise.

Scope and Impact

• Enterprise remit across all Lines of Business (LoBs), customer segments, and Customer Success motions (high-touch, digital, pooled, partner-assisted, and value-led).
• Defines the strategic foundations that underpin adoption, retention, expansion, and customer value realization across SAP’s global install base.
• Shapes the future role of Customer Success in SAP’s cloud, platform, and AI-driven business models.
• Influences multi-year investment priorities in capabilities, skills, digital enablement, and engagement models.
• Partners closely with SAP leadership, Strategy & Operations, Sales, Product, CS&D, and Finance to ensure alignment, without duplicating their functional accountabilities.

Key Responsibilities

1. Global Customer Success Strategy
   • Define the multi-year strategic direction for Customer Success, aligned to SAP’s business and portfolio priorities.
   • Establish a clear, differentiated Customer Success value proposition across all segments and solutions.
   • Articulate how Customer Success drives adoption, time-to-value, renewal readiness, expansion, and long-term customer value.
2. Customer Success Operating Architecture
   • Own the design and evolution of the global Customer Success model, including segmentation and service tiering, engagement and coverage motions, and role definitions.
   • Set standards and design principles to ensure consistency, clarity of accountability, and scalability across regions and LoBs.
3. Value, Adoption, and Renewal Frameworks
   • Define global frameworks for customer outcomes and value realization, adoption and time-to-value acceleration, renewal readiness and churn risk management, and expansion and consumption growth.
   • Ensure health, risk, and value signals translate into clear success plays, leadership visibility, and measurable impact.
4. Customer Success Performance Insight & Strategic Response
   • Translate Strategy & Operations and Finance performance reporting into an integrated Customer Success perspective on trends, risks, opportunities, and root causes.
   • Frame strategic implications of performance data for the Customer Success model, including coverage and engagement motions.
   • Develop fluency in performance drivers across LoBs, segments, and engagement models, and identify systemic issues and opportunities.
   • Define and steer strategic responses, including changes to operating model, acceleration programs, and new success plays.
   • Provide forward-looking guidance to executive leadership on where to intervene to improve adoption, renewal, expansion, and long-term value at scale.
5. Customer Success Systems & Business Ownership
   • Act as the executive owner for the Customer Success systems and data landscape, representing the voice of CS in platforms like Gainsight.
   • Define capabilities the systems must enable to support lifecycle management, adoption, renewal readiness, and AI-enabled success motions.
   • Set strategic direction and guardrails for how CS processes and performance frameworks are represented in systems and data.
   • Partner with Strategy & Operations, IT, and Analytics to align roadmap with the future-state CS model and outcomes.
   • Ensure system evolution supports standardization, scalability, and insight-to-action across LoBs and CS roles.
6. Innovation and Future-Ready Success Models
   • Lead innovation including digital and AI-enabled engagement models and predictive insights leveraging SAP Business Data Cloud.
   • Incubate and scale new capabilities and programs to improve effectiveness and outcomes.
7. Insights, Measurement, and Governance
   • Define global standards for CS measurement, health frameworks, and value tracking.
   • Use analytics and telemetry to guide prioritization and executive action; establish governance for global consistency with regional variation.
8. Executive Partnership and Thought Leadership
   • Act as senior strategic advisor to the SVP, Global CS, and executive leadership on CS evolution.
   • Partner with LoBs, Strategy & Operations, Sales, Product, Services, and Finance to align frameworks with priorities.
   • Represent CS strategy in executive forums; own the executive performance narrative and investment decisions.
   • Benchmark SAP’s CS model against industry leaders and translate insights into evolution of SAP’s global approach.
9. Organization and Capability Leadership
   • Build and lead a global team across CS strategy, innovation, insights, value frameworks, and model design.
   • Set the standard for strategic rigor and outcome orientation across CS leadership.

Leadership Profile

Experience

• 12+ years in senior leadership roles in CS, post-sales strategy, customer lifecycle, or large-scale transformation within global enterprise software or platform organizations.
• Proven experience shaping CS strategy and operating models in multi-billion-dollar recurring revenue environments, with direct impact on renewal, churn, expansion, and lifetime value.
• Track record designing and evolving global engagement models, segmentation, digital and high-touch motions, and value realization frameworks across complex, matrixed environments.
• Proven business ownership and strategic architecture of CS systems and data platforms, in partnership with Operations and Technology.
• Demonstrated success leading enterprise-scale transformation and change, driving adoption of new models and capabilities across regions and LoBs.
• Strong commercial and financial acumen, with deep understanding of adoption, retention, expansion, and lifetime value drivers.

• Enterprise-level strategic and systems thinking, capable of end-to-end CS architectures across segmentation, engagement models, and AI-enabled motions.
• Ability to translate data and insights into executive recommendations and strategic choices.
• Proven operating model design and transformation leadership for global, matrixed organizations.
• Strong commercial acumen linking CS strategy to renewal and value realization.
• Credibility with senior executives across Sales, Product, Finance, Strategy & Operations, and Technology.
• Deep understanding of CS systems and analytics to enable insight-to-action at scale.
• Ability to act as a trusted advisor to senior leadership and to guide executive decisions.
• Ability to lead and develop high-performing global teams across strategy, analytics, technology, and change.

Bring out your best

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 ERP, SAP has evolved to be a market leader in end-to-end software and services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees, we are purpose-driven and future-focused. 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 feels included and can run at their best. We are committed to Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. If you need accommodation to navigate our website or complete your application, please email Recruiting Operations Team: [e-mail].

Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, veteran status, or disability, in compliance with applicable laws.

Compensation Range Transparency: SAP believes pay transparency contributes to an honest culture. The targeted range for this position is 360000 - 540000 CAD/USD. Actual offers depend on education, skills, experience, scope, location, and other factors. See SAP North America Benefits for details.

We are ethical and compliant
Our leadership credo: Do what’s right. Make SAP better for generations to come. Our leaders uphold SAP’s values and ethics in all actions.

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

Requisition ID: 445735 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Executive | Employment Type: Regular Full Time | Location: Vancouver, British Columbia, CA

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