Overview
SuccessFactors (HCM) Head of UKI Customer Success SAP•Hounslow, England, UK
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, prioritise 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.
What you’ll do
The Head of UK & Ireland Customer Success (HCM) leads HCM customer success across the UK&I market unit. The role is accountable for delivering customer outcomes, adoption, experience and business value across the region by developing positioning and coordinating a high-performing Customer Success team and by creating leverage through close partnership with the broader SAP ecosystem.
This senior market leadership role drives durable outcomes through strategic decision-making, prioritisation and governance. The role operates primarily through decision-making, prioritisation and governance rather than direct execution. You will surface and frame delivery, product and resourcing issues, mobilise and scale resources and solutions and use influence and orchestration, stepping in selectively to accelerate decisions, reset governance or strengthen executive alignment.
Engagement at account level occurs selectively to help resolve decisions, realign governance or establish shared direction. Sustained success is achieved through empowered teams, effective collaboration and clear decision ownership rather than reliance on individual intervention.
Responsibilities by Area
* Market and Customer Accountability
o Lead the SAP SuccessFactors customer success strategy for the UK&I HCM market unit.
o Be accountable for outcomes through prioritisation, coordination and governance with delivery enabled through the appropriate teams and roles.
o Executive alignment accountability includes establishing and maintaining clarity of priorities, decision ownership and escalation paths so issues are addressed at the most effective level rather than accumulating at leadership level.
o Empower mutual customer and SAP success across the customer adoption lifecycle.
* Influence Programs and Market Leadership
o Design and run influence programs that scale beyond individual accounts including: executive forums, AI and experience modernisation narratives, value and outcomes storytelling.
o (Influence programs are measured on downstream adoption, decision clarity and positive customer behaviour change rather than event activity or attendance alone.)
o Position SAP as a trusted thought partner in the UK&I HR market.
o Guide AI adoption as a business and experience accelerator rather than a feature rollout.
o Translate customer feedback and signals, including NPS, into continuous closed-loop improvement and prioritisation with a focus on addressing root causes.
o People leadership is centred on sustaining impact while fostering a healthy, inclusive and respectful team environment with clear expectations for accountability and outcomes.
o Invest team capacity purposely to support market influence, customer outcomes and long-term business value.
o Set clear expectations, performance standards and accountability aligned to influences and outcomes.
o Actively guide performance management across the team.
o Build and strengthen executive credibility and market coverage through selective talent investment.
o Create an environment where: well-considered decisions are encouraged; ownership and accountability are transparent; sustained outcomes and team wellbeing are prioritised.
* Program Experience and Adoption Leadership
o Ensure customer programs are structured outcome-led and adoption-focused.
o Guide and lead experience management across the customer lifecycle including clarity of accountability and enabling adoption and consumption of purchased solutions and success entitlements.
o Escalation and resolution while partnering with the appropriate teams to address delivery, product or resourcing challenges, ensuring issues are resolved through the correct owners rather than absorbed by the role.
* Resource Orchestration and Execution Model
o Coordinate SAP resources across: Customer Success Managers, Services, Sales, Product, Global Customer Success Centres.
o Make informed prioritisation decisions to ensure team capacity is applied where it delivers the greatest shared impact.
o Reporting and tooling enable insight, prioritisation and decision-making with administrative effort kept proportional and purposeful.
o Executive trust and continuity across Top 30 customers.
o Improved customer experience signals including NPS driven by closed-loop action.
o A strong credible CSM bench with clear accountability and performance discipline.
o Visible SAP influence across UK&I HR communities and forums.
o Improved clarity, quality and timeliness of executive decisions across priority customers.
What you bring
* Leadership of a market-critical function with meaningful business impact.
* Experience making prioritisation and resource decisions that support sustainable success.
* Responsibility for annual customer success adoption and experience outcomes.
* People management experience developing and guiding a professional team to deliver against strategy.
* Ability to represent SAP as a trusted partner with senior customers and stakeholders.
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 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.
We win with inclusion
SAP’s culture of inclusion focuses on health and well-being and flexible working models to ensure that everyone, regardless of background, feels included and can run at their best. We invest in our employees to inspire confidence and help everyone realise their full potential. We are committed to Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. If you are applying and need accommodation, please contact Recruiting Operations Team.
Recruitment and Compliance Notes
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program. Qualified applicants will be considered without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy), sexual orientation, gender identity or expression, protected veteran status or disability in compliance with applicable laws. Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to the Guidelines for Ethical Usage of AI in the Recruiting Process. Violations may result in disqualification from the hiring process.
Requisition ID: 445165 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 40% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Required Experience
Director
Key Skills
Marketing & Promotions, Attorney At Law, Jni, Airlines, Art
Experience: years
Vacancy: 1
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