Senior Customer Success Manager

Senior Customer Success Manager - SAP Signavio

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. SAP Signavio is a suite of tools designed for business process management (BPM) and transformation, helping companies understand, model, and improve their processes. It is part of SAP Business Transformation Management (BTM), comprising SAP Signavio, SAP LeanIX and SAP WalkMe. Signavio offers capabilities in process mining, process management, and process governance, connecting process and experience data to provide data-driven insights for better decision-making, and supporting transformations like ERP upgrades.

The Senior Customer Success Manager (CSM) engages with SAP Signavio customers to drive value realization and ensure business outcomes through consumption of purchased solutions and success service entitlements. The CSM is responsible for managing and orchestrating resources and activities for a designated set of customer accounts, including post-sales account strategy, outcome success plan definition and execution (adoption & consumption), account relationship management, issue mitigation, escalation point for assigned customers, and opportunistic expansion of solutions or services through lead generation activities.

Core Tasks and Responsibilities as a Senior Customer Success Manager:

- Develop and implement account strategies and consumption plans that drive customer outcomes, leading to value realization and renewal of licenses

- Build trusted relationships with customers to support value-based, consumption-focused activities

- Monitor SLA performance and maintain a high level of customer satisfaction

- Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle

- Leverage data and tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans

- Act as primary point of escalation for customer account issues

- Mitigate churn and drive account adoption/expansion for the assigned portfolio

What you bring:

- Strong knowledge of business process management (BPM) and/or business models, process mining and analytics, strategies, and line of business processes

- Business expertise in SAP Signavio or a similar BPM tool

- Strong customer-facing presence and relationship-building skills

- Background in Customer Success Management type roles

- Experience driving renewals, expansions, and upsells of subscription-based software solutions

- Experience with cloud software solutions and delivery models

- Ability to dig into the solution(s) and provide technical understanding for SAP Signavio or BPM to address customer issues

- Ability to apply risk-mitigation strategies to customer situations

- Knowledge of SAP solutions portfolio and the business processes they enable

- Bachelor's degree or equivalent required

- Experience in a B2B SaaS software organization

- Strong program management and governance skills

- Commercial/deal support skills

- Be inquisitive and seek self-improvement through continuous training and education opportunities provided by SAP

- Proactive and cooperative team player

Location: Brisbane or Sydney

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. SAP is a cloud company with a large global footprint, and we are committed to personal development. 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 feels included and can run at their best. We invest in our employees to inspire confidence and help everyone realize their full potential.

SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. If you need accommodation to navigate our website or complete your application, please email Careers@sap.com. For SAP employees: Permanent roles only are eligible for the SAP Employee Referral Program. Qualified applicants will be considered without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws. Successful candidates may be required to undergo background verification with an external vendor.

Requisition ID: 436365 | Work Area: Sales | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - Australia

Job Segment: SAP, ERP, Compliance, Cloud, Technology, Legal, Customer Service

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