Customer Success Partner Manager

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, prioritise 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.

Job Overview

The Manager, Customer Success – oCFO is a senior leadership role responsible for driving customer value, adoption, retention, and revenue growth across SAP’s Office of the CFO portfolio. This role combines:

• People leadership
• Commercial accountability

You will lead a team of Customer Success Managers (CSMs), ensuring customers achieve measurable business outcomes while maximising consumption, renewal, and expansion. You will also serve as the lead of a team of s-CSM focused on a portfolio and territory:

• Develop the skills and ability of your team to help deploy the adequate level of Governance in their accounts.
• Foster the use of Line of Business Best practices.
• Effectively position the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.
• Coordinate with the team the animation of the specific portfolio via critical direct or indirect post Sales marketing actions.

Duties and Responsibilities

• Lead, coach, and develop a team of CSMs across multiple countries.
• Define clear performance goals, success plans, and development paths.
• Drive a high-performance, data-driven, and customer-first culture.
• Ensure strong adoption of SAP tools (Gainsight, CRM, forecasting).

Customer Value & Adoption

• Ensure customers realise value from oCFO solutions (Finance, Treasury, GRC, Working Capital).
• Drive adoption, consumption, and business process transformation.
• Promote AI use cases and innovation adoption (e.g., Joule, automation).
• Customer Success Managers proactively ensure customers achieve outcomes and continuously use the solution effectively.

Commercial Ownership

• Own renewal, churn mitigation, and expansion pipeline.
• Drive cACV growth, upsell, and cross-sell motions.
• Support complex deal structuring and negotiation.
• Align closely with Sales, Services, and Partners.
• Oversee account planning, success plans, and risk management.
• Ensure early identification of risks and mitigation actions.
• Drive executive engagement (CFO, Finance leadership).
• Act as senior escalation point for strategic customers.
• Lead QBRs and Executive Business Reviews.
• Build trusted advisor relationships at C-level.

Cross-functional Leadership

• Collaborate with Product, Engineering, Sales, and Services.
• Influence product roadmap through customer feedback.
• Lead regional initiatives (AI, Advanced Success Plans, Community).

Key Performance Indicators (KPIs):

• Renewal Rate & Churn Control.
• cACV Growth, Lead Generation Pipeline and Net Booking for the solution lines.
• Adoption & Consumption Metrics (Success Plans, Adoption Plan, AI Consumptions).
• Forecast Accuracy & Data Quality (Gainsight, HPI, …).
• Customer Satisfaction (NPS / Health Score).
• Team Performance & Capability Development.

Experience (Market Benchmarked):

• 10–15+ years in Customer Success, Consulting, Sales, or Account Management.
• 5+ years in leadership / team management.
• Strong track record in renewals, expansion, and commercial ownership.
• Multi-lingual: Fluent in English and local/native language.
• Domain Expertise: Finance / Office of the CFO solutions: Treasury & Working Capital, GRC, Compliance & Tax.
• Quote-to-Cash.
• SAP ecosystem experience strongly preferred.
• Executive communication and stakeholder management.
• Strategic thinking and execution.
• Commercial acumen and negotiation skills.
• Complex program governance (PMO mindset).

Education:

• Bachelor’s or Master’s Degree (Finance, Business, or related).
• MBA or equivalent is a plus.

Strategic Leader: connects customer outcomes to SAP growth strategy.

Operator: drives execution, discipline, and measurable KPIs.

Coach: develops talent and builds future leaders.

Customer Advocate: ensures value realisation and long-term partnership.

Location: UK, Spain, France, Nordic or Benelux (EMEA coverage).

Travel: 30–50%.

At SAP, you can 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.

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 realise 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.

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