VP, Global Customer Success GTM Adoption

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Role Purpose

This role is responsible for ensuring that SAP’s Customer Success model, value motions, and lifecycle frameworks are systematically embedded into the design of the company’s go-to-market, solution, partner, and product strategies across all Lines of Business and regions.

The VP shapes how SAP’s business and portfolio priorities are translated into integrated GTM and solution motions that drive adoption, renewal readiness, expansion, and long-term customer value, ensuring that Customer Success is built in from inception rather than added post-fact.

In doing so, the role is a direct lever for protecting and growing SAP’s recurring revenue base by ensuring that go-to-market, portfolio, partner, and product strategies are designed to drive sustained adoption, retention, and lifetime value at enterprise scale, within a cloud and subscription business model.

The VP’s mandate is to define the integration standards, guardrails, and lifecycle alignment that ensure Customer Success requirements, service tiers, and value realization frameworks are consistently reflected in portfolio positioning, solution plays, partner models, and product readiness at enterprise scale, and to act as the senior advocate for Customer Success in these forums.

The role leads a global team responsible for Customer Success GTM Adoption, portfolio and solution alignment, partner and product interlock, and enterprise design guardrails, operating across all regions and Lines of Business.

Scope & Impact

• Enterprise remit across all Lines of Business, solution areas, regions, and routes to market.


• Ensures Customer Success is embedded into GTM and solution design in a consistent, scalable, and lifecycle-driven way.


• Shapes how success motions, service tiers, and value frameworks are positioned within SAP’s portfolio, industry plays, and partner offerings.


• Provides critical guardrails to protect adoption, renewal, and expansion outcomes across SAP’s multi-billion-dollar recurring revenue base.


• Acts as the senior integration point between Customer Success and Sales, Product, Partners, Services, and Strategy & Operations.


• Serves as the senior Customer Success integration partner for SAP’s most strategic customers and largest renewal and expansion opportunities, ensuring alignment of GTM, solution, partner, and CS motions in high-impact commercial moments.


• Leads and develops a globally distributed team responsible for GTM adoption, solution and portfolio alignment, partner and product interlock, and enterprise design standards across all Lines of Business and regions.

Key Responsibilities

1. GTM and Solution Design Adoption

• Embed Customer Success lifecycle ownership, adoption, renewal readiness, and value realization motions into GTM initiatives, solution plays, and industry strategies at design stage.


• Define how success motions and outcomes are reflected in solution positioning, account engagement models, and field motions, aligned to the global CS architecture.

2. Service Portfolio and Offer Alignment

• Establish global guardrails for the positioning and integration of included and paid Customer Success offerings (e.g. Preferred / Advanced Success).


• Ensure clear differentiation, consistency, and lifecycle alignment across service tiers, partner-delivered success, and SAP-led success motions.

3. Success Motion Integration Guardrails

• Define standards to ensure new GTM and portfolio initiatives are designed with:




• Clear adoption and time-to-value motions


• Renewal readiness and risk prevention


• Expansion and value realization pathways




• Ensure Customer Success requirements are incorporated into program concepts, play design, and enablement frameworks, while enterprise rollout and change adoption remain owned by the Customer Success operating model leadership (Pillar One).

4. Partner and Indirect Model Alignment

• Define Customer Success integration principles and guardrails for partner and indirect routes to market.


• Ensure consistent lifecycle ownership, success motions, and renewal readiness across SAP-led and partner-led engagements.

5. M&A and New Portfolio Integration

• Lead the design-time integration of acquisitions and new solution portfolios into SAP’s Customer Success model, service tiers, and lifecycle frameworks.


• Ensure new offerings are aligned with global success standards, value motions, and engagement models from the outset.

6. Risk and Renewal Readiness from GTM Design

• Ensure GTM and solution strategies incorporate early identification of adoption risk, value gaps, and renewal exposure.


• Translate GTM and portfolio risk signals into Customer Success design requirements, success plays, and escalation models in partnership with Pillar One and regional leadership.

7. Executive Alignment and Governance

• Act as the senior enterprise integration leader for Customer Success across GTM, CS&D, Partners, Product, and Strategy & Operations.


• Represent the Customer Success perspective in executive forums so lifecycle, value, and retention considerations are built into strategic initiatives from inception.


• Drive LoB and regional leadership alignment to global Customer Success integration standards and guardrails.

8. Organization & Capability Leadership

• Build and lead a high-performing, globally distributed team responsible for Customer Success GTM adoption, solution and portfolio alignment, partner and product interlock, and lifecycle design guardrails.


• Establish clear roles, skills, and operating rhythms to ensure consistent, high-quality adoption across regions and Lines of Business.


• Develop deep bench strength and succession for critical enterprise adoption and design capabilities.


• Set the standard for strategic rigor, cross-functional leadership, and outcome orientation within the Pillar Two organization and across the broader Customer Success leadership community.

Leadership Profile

Experience

• 12+ years in senior leadership roles spanning Customer Success, GTM integration, solution strategy, portfolio management, or post-sales transformation within global enterprise software or platform organizations.


• Proven experience embedding Customer Success motions and value frameworks into go-to-market models, solution and industry plays, and partner strategies at enterprise scale.


• Track record shaping service portfolios, lifecycle ownership, and paid vs included success models to drive adoption, renewal readiness, expansion, and lifetime value.


• Deep experience operating in cloud and subscription business models, with strong understanding of adoption dynamics, renewal motions, expansion plays, and recurring revenue economics.


• Demonstrated ability to operate at enterprise level across Sales, Product, Services, Partners, and Strategy & Operations, influencing senior leaders and aligning cross-LoB priorities.


• Proven leadership of globally distributed teams in complex, matrixed environments.

Capabilities

• Enterprise-level integrative thinking, aligning Customer Success architecture with GTM, solution, partner, and product strategies into a coherent end-to-end lifecycle.


• Exceptional ability to influence without direct authority, representing the Customer Success perspective in enterprise decision forums.


• Strong commercial and lifecycle orientation, connecting design-time decisions to adoption, renewal, expansion, and lifetime value outcomes.


• Executive-level narrative and alignment skills, able to frame complex GTM, portfolio, and lifecycle trade-offs into clear recommendations that shape strategic and investment decisions.


• Ability to define clear guardrails and standards that enable consistent execution at scale without owning operational delivery.


• Proven global people leader, building high-performing, multi-disciplinary teams across regions and functions.

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.  

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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 combined range for this position is 303500 - 516000(USD) 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.

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Requisition ID: 446847  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 40%  | Career Status: Executive  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid

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