Vice President - Customer Success, Finance & Spend Management (oCFO Focus)

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Vice President – Customer Success, Finance & Spend Management (oCFO Focus)

Solution Area: Finance & Spend Management

Region: Public Services & South

Location: SAP Office, North America

Role Summary

The Vice President of Customer Success, Finance & Spend Management (oCFO Focus) is accountable to the RVP, Customer Success and leads a team of specialized Customer Success Managers (sCSMs) supporting SAP Finance solutions aligned to the Office of the CFO (oCFO).

The role owns Customer Success execution and outcomes for SAP Finance customers across the Public Services & South region, including adoption, consumption (cACV), value realization, retention, and renewals. While aligned to the broader Finance & Spend Management solution area, direct accountability is limited to SAP Finance solutions.

This role requires a strong people leader and operational leader who can scale execution, develop leadership talent, and ensure consistent delivery of customer value.

Key Responsibilities

Customer Success Leadership

• Lead execution of the Customer Success Transformation for SAP Finance customers
• Own regional customer success outcomes across adoption, usage/consumption (cACV), value realization, retention, and renewals
• Ensure consistent, high‑quality execution of executive governance forums led by Customer Success Managers, including monthly stakeholder reviews and strategic QBRs
• Provide leadership oversight, coaching, outcome review, and executive escalation support as needed
• Proactively identify customer risk and drive cross‑functional mitigation and recovery plans
  
  

People Leadership & Talent Development

• Lead, develop, and retain a high‑performing sCSM organization
• Act as a player/coach to frontline leaders and managers
• Drive hiring, onboarding, enablement, performance management, and succession planning
• Foster a culture of accountability, collaboration, and continuous improvement
  
  

Operational Excellence

• Own capacity planning, portfolio segmentation, and account alignment to ensure scale and efficiency
• Maintain a rolling four‑quarter view of customer and regional health
• Establish operational cadence, success metrics, and executive‑level reporting
• Leverage data and insights (adoption, usage, customer sentiment, surveys) to inform decisions
  
  

Cross‑Functional Alignment

• Partner closely with Sales, Professional Services, Support, Product, and Regional Leadership across the Finance & Spend Management solution area
• Support renewals, expansions, replacements, and restructures through customer insights and value articulation
• Contribute to regional forecasting, customer prioritization, and account strategy development
  
  

Customer Advocacy

• Lead outcome‑based, value‑driven engagement models with Finance executives
• Build and sustain a referenceable customer base measured through NPS and advocacy
• Represent the customer voice to influence product, service, and process improvements
  
  

Experience & Qualifications

• 7+ years of experience in SaaS Customer Success, Professional Services, Consulting, or related roles
• 3+ years of direct people management experience
• Demonstrated ability to build and lead leadership teams in a matrixed environment
• Strong executive communication, facilitation, and stakeholder management skills
• Finance and business acumen; experience with SAP Finance solutions is a strong plus
  
  

Education

• Bachelor’s degree required
  
  

Travel

• Approximately 25–50%
  
  

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: [email protected].

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, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is 172,900-368,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

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Requisition ID: 452099 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 50% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: