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.

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

• Portfolio governance

• Commercial accountability

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

1- develop the skills and ability of your team to help deploying the adequate level of Governance in their accounts, foster the use of Line of Business Best practices,

2- effectively position the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the customer.

3- your role is also to coordinate with the team the animation of the specific portfolio via critical direct or indirect post Sales marketing actions.

Duties and Responsibilities:

1.

Leadership & Team Development:

• 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)

2.

Customer Value & Adoption:

• Ensure customers realize 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 .

3. 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

4. Portfolio Governance

• Oversee account planning, success plans, and risk management

• Ensure early identification of risks and mitigation actions

• Drive executive engagement (CFO, Finance leadership)

5.

Executive Engagement & Escalation:

• Act as senior escalation point for strategic customers

• Lead QBRs and Executive Business Reviews

• Build trusted advisor relationships at C-level

6. 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 (Succes 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

• Proven experience managing complex enterprise accounts

• 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:

• Financial Close & Planning

• Treasury & Working Capital

• GRC, Compliance & Tax

• Quote-to-Cash

• SAP ecosystem experience strongly preferred

Core Capabilities:

• Executive communication and stakeholder management

• Strategic thinking and execution

• Commercial acumen and negotiation skills

• Data-driven decision making

• Complex program governance (PMO mindset)

Education:

• Bachelor’s or Master’s Degree (Finance, Business, or related)

• MBA or equivalent is a plus

Leadership Profile (Manager Style):

• Strategic Leader: connects customer outcomes to SAP growth strategy

• Operator: drives execution, discipline, and measurable KPIs

• Coach: develops talent and builds future leaders

• Change Agent: drives transformation (AI, adoption, new engagement models)

• Customer Advocate: ensures value realization and long-term partnership

Location:

UK, Spain, France, Nordic or Benelux (EMEA coverage)
Travel: 30–50%

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.

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.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

Requisition ID: 450201 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 30% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: