Head of 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, 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.

Key responsibilities

As the **Head of Customer Success - Supply Chain for APAC**, you will serve as the senior executive leader responsible for defining and executing SAP’s Customer Success strategy across the region for our Supply Chain portfolio. You will lead a diverse team of senior Customer Success Managers and Customer Engagement Executives to ensure our customers realize maximum value from their SAP Supply Chain investments, achieve business outcomes, and remain long-term advocates of SAP.

You will act as the executive sponsor for strategic customers, drive adoption and value realization, and partner with cross-functional leaders to ensure alignment of Customer Success with Sales, Consulting, and Product strategy.

**What You’ll Do**:
As the Head of Customer Success - Supply Chain, you will:
**Strategic Leadership & Vision**
- Define and lead the **Customer Success strategy for Supply Chain in APAC**, aligned to SAP’s global vision and regional business objectives.
- Drive **customer value realization**, ensuring SAP Supply Chain solutions translate into measurable business outcomes across diverse industries.
- Serve as the **executive sponsor** for key accounts, engaging CXOs and board-level stakeholders to guide digital transformation journeys.

**Customer Success & Retention**
- Own **renewals, adoption, retention, and expansion KPIs** for the Supply Chain portfolio in APAC.
- Anticipate customer challenges, oversee escalations, and ensure customer satisfaction and loyalty.
- Champion a **customer-first culture** and promote customer advocacy (references, success stories, advisory boards).

**Team Leadership & Development**
- Lead, inspire, and develop a **high-performing regional team** of senior Customer Success leaders and professionals.
- Foster **diversity, inclusion, and growth**, ensuring talent readiness to support customer needs and career development.
- Build a strong **culture of accountability, collaboration, and innovation** across markets.

**Cross-Functional Collaboration**
- Partner with **Sales, Consulting, Product Engineering, and Global Customer Success** to deliver an integrated, seamless experience for customers.
- Influence SAP’s product roadmap with customer insights, ensuring relevance and competitiveness in APAC.
- Collaborate with Partners and Ecosystem players to strengthen customer adoption and transformation success.

**Business & Operational Accountability**
- Manage **regional customer success P&L levers** tied to renewals, expansion, and NPS.
- Monitor operational excellence across the region with robust governance, reporting, and executive dashboards.
- Represent SAP at **industry forums, executive councils, and thought leadership platforms** across APAC.

**What You Bring**:

- ** 15+ years of leadership experience** in Enterprise Software & Supply Chain Solutions, or SaaS-based customer success, with a proven record of leading large, regional teams.
- Deep expertise in **Supply Chain Management (planning, manufacturing, logistics, procurement, asset management)** with an understanding of cloud and AI-led transformation.
- Strong **CXO engagement experience**, influencing board-level stakeholders and driving strategic customer outcomes.
- Demonstrated success in **renewals, expansion, adoption, and customer value realization metrics**.
- Exceptional leadership, coaching, and talent development capabilities.
- Ability to **navigate complex, multi-country APAC environments**, balancing global strategy with local execution.
- Strong business acumen and the ability to link technology with measurable business results.
- Fluency in English; additional Asian languages a plus.

**Why SAP?**:
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insights more effectively. As a cloud company with over 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused. At SAP, you can bring your whole self to work, run at your best, and build breakthroughs together.

We believe in inclusion, diversity, and equity. We invest in our people’s growth and well-being, creating an environment where talent thrives.

**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 uni