Senior Customer Success Operations Lead

**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.

**About the role**
We are looking for a Senior Customer Success Operations Lead to support our Digital Customer Success Manager (D-CSM) teams in driving scalable, consistent and measurable customer engagement. This role plays a critical part in regional and global operations, ensuring alignment with global strategies to drive customer success, retention and growth.

You will oversee execution of scale practices, operational processes and engagement management. You will provide strategic recommendations based on performance analysis, while also ensuring operational excellence and innovation across programs. Collaboration with global and regional stakeholders is key to delivering measurable outcomes and enabling our customer success function to operate at its best.

This role combines regional ownership for APAC with global responsibilities in Training & Adoption, as well as oversight of critical focus areas, which include KPIs and Churn Management.

**Role Responsibilities**
- Oversee Customer Success Operations for the D-CSM APAC region, ensuring consistency in engagement practices and alignment with global strategy.
- Lead global responsibilities for the Training & Adoption Line of Business, enabling best-in-class practices and program execution.
- Drive global operational excellence for key D-CSM priorities, including cACV management and Churn Management initiatives.
- Analyze performance and engagement data, providing insights and recommendations to optimize outcomes.
- Design, develop and refine programs and processes that support scalable customer engagement across the lifecycle.
- Enable internal stakeholders through training, knowledge-sharing and digital workflow optimization.
- Summarize and present engagement metrics to demonstrate impact and guide continuous improvement.
- Contribute to long-term strategies that ensure operational efficiency and innovation within the Customer Success function.

**Skills and Competencies**
- 7+ years of relevant professional experience in customer success operations, sales operations, business analytics or program/project management.
- Strong expertise in analyzing data, identifying trends and presenting insights that influence strategy.
- Proven track record of managing programs or processes at scale across regions.
- Excellent written and verbal communication skills, with the ability to collaborate and influence across global teams.
- Highly organized, detail-oriented and skilled at managing multiple initiatives simultaneously.
- Self-driven, adaptable and comfortable working in a fast-paced environment.
- Passionate about customer success, operational excellence and continuous process improvement
- Fluent in English, both verbally and written.

**Education**
- Bachelor’s degree in Business Administration, Operations, or a related field (or equivalent practical experience).
- Preferred: Experience in SAP, in the Technology industry and/or Customer Success functions.

***Location**
Applicants must be based in Barcelona/Spain, Southern Europe or India.

**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.

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.

**AI Usage in the Recruitment Process**

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

Requisition ID: 436155 | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid