SuccessFactors (HCM) Head of UKI Customer Success

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.

The 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.

This senior market leadership role drives durable outcomes through strategic decision-making, prioritisation, and governance. The role operates primarily through decision-making, prioritisation, and governance rather than direct execution. You will surface and frame delivery, product, and resourcing issues, mobilise and scale resources and solutions, and use influence and orchestration — stepping in selectively to accelerate decisions, reset governance, or strengthen executive alignment.

Engagement at account level occurs selectively to help resolve decisions, realign governance, or establish shared direction. Sustained success is achieved through empowered teams, effective collaboration, and clear decision ownership, rather than reliance on individual intervention.

• Market and Customer Accountability
• Lead the SAP SuccessFactors 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.

• Influence, Programs, and Market Leadership
• Design and run influence programs that scale beyond individual accounts, including executive forums, AI and experience modernisation narratives, and value and outcomes storytelling.
• 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.

• Program, Experience, and Adoption Leadership
• Ensure customer programs are structured, outcome-led, and adoption-focused.
• Guide and lead experience management across the customer lifecycle, including clarity of accountability.
• Be answerable for enabling adoption and consumption of purchased solutions and success entitlements.

The role requires effective escalation and resolution, while partnering with the appropriate teams to address delivery, product, or resourcing challenges, ensuring issues are resolved through the correct owners rather than absorbed by the role.

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

What you bring:

• 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 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.

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.

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