As the Head of Customer Success - Customer Experience 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 Customer Experience 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 Customer Experience 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 - Customer Experience, you will:
Strategic Leadership & Vision
- Define and lead the Customer Success strategy for Customer Experience in APAC, aligned to SAP's global vision and regional business objectives.
- Drive customer value realization, ensuring SAP Customer Experience 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 Customer Experience 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 & Customer Experience Solutions, or SaaS-based customer success, with a proven record of leading large, regional teams.
- Deep expertise in Customer Experience (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.
