Customer Success Manager

Customer Success Manager - Market Unit Leader, SAP ANZ 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. Location: Sydney or Melbourne Your Future Role as the Customer Success Manager (CSM) ANZ Market Unit Leader The CSM ANZ Market Unit Leader is a leader who supports the end-to-end customer journey for the Market Unit organisation. The role is responsible for leading the Customer Success Management part of the ANZ MU strategy and execution, specifically focused on Cloud Customer Success, Revenue Retention and Expansion. This individual will lead and manage the Cloud presence in the Market Unit to implement and scale the MU to achieve Customer Revenue Growth Goals and Customer Retention. This is a role that works broadly across the SAP organisation in a matrix environment with no direct reports. The CSM Market Unit Leader is also expected to create a transformational mindset culture as SAP continues its journey to become a top-performing cloud company. The ideal candidate will be a proven leader with deep Customer Success Management and Engagement domain expertise and knowledge on growing customer relationships along all phases of the customer journey. A key part of this role will be to lead the Execution Growth Pillar (as part of the ANZ’s Elevate to 28 Strategy) focused on Upsell through Consumption Obsession. Your Key Responsibilities Include Customer Success Management Accelerate customers' transformation to Cloud while minimising churn through prioritising value-driven sales cycles, a focus on adoption, consumption, and value realisation. Responsible for the accurate and timely reporting of the Market Unit renewal and churn forecast in collaboration with Customer Renewal Centre, Sales, Revenue Operations, CS&D, Solution Areas, dCSM and PES teams. Manage and drive churn reduction and churn recovery to improve and overdeliver churn and renewal rate targets. Lead MU team execution for Revenue Retention programs, Public Cloud Adoption and Churn Risk Avoidance. Liaise with Product and Solution leadership, in collaboration with Customer Advisory, to communicate feedback regarding performance, product development needs, evolving strategy and market conditions affecting the business requirements and roadmap priorities, representing the voice of the customer and field GTM and Operational CSM Planning Operationalise the transformation of Customer Success Management with cross-collaboration between Customer Success, CS&D, and Product Engineering Board Areas. Responsible for the planning of the Execution growth Pillar: Upsell through Consumption Obsession. Support and drive Market Unit CSM demand generation initiatives, working with Demand Management, Sales, and Marketing to further Cloud's growth. Prepare and deliver a renewal execution strategy optimising renewals for profitability and customer satisfaction Drive innovation and incubation areas through the introduction of AI everywhere, adoption of digital modalities and extension of digital motions along the customer value lifecycle via a tight interlock with the Customer Success go-to-market and transformational strategies. Steering & Business Execution Responsible for the execution of the Execution growth Pillar: Upsell through Consumption Obsession. Define HC coverage and capacity and skill specialisation requirements across responsible business units for Customer Success Management. Define and report against steering KPIs for the Customer Success Management organisation Strategically support the development of accounts and renewal opportunities The CSM Market Unit Leader will be responsible for interlocking with the following Market Unit and Regional teams to drive the end-to-end customer value journey and support SAPs cloud growth strategy. Continuously drive on-time renewal business execution through strategic deal negotiation, commercial expansion, and accurate renewal forecasting. Focus on strategic revenue programs like price increase, SAP Preferred Success, consumption, margin and early/multi-year renewals to expand SAP’s footprint at time of renewal. Digital Customer Success Management (D-CSM) Provides scalable, proactive engagement for a broad base of customers to help them realise their full potential with SAP's solutions Delivers a standardised customer experience and predictable growth and retention for SAP. Solution Area Customer Success Management (CSM) Provides high-touch, proactive engagement for high-value customers to help them realise their full potential with SAP’s solutions Delivers a standardised customer experience and predictable growth and retention for SAP. Helps our customers deploy and adopt SAP solutions, enable innovation, identify project risk and reduce total cost of ownership. Experience Customer Focus: Well-respected, proven leader with a strong focus on the Customer and Customer Success. In-depth understanding of SAPSolutions, the wider market and the differentiators which SAP can leverage for success. Leadership: Track record of solid line and dotted line organisation management manifested by a high leadership trust score and employee engagement score. Culturally aware with an appreciation and understanding of how to best engage and solution across the Market Unit. Business performance: Ability to impact and/or directly deliver non-linear top-line growth; track record engaging with customer-facing, sales, services, support or customer engagement organisations 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. #J-18808-Ljbffr