Customer Engagement Senior Manager (f/m/d) as Global Head of Customer Success - BPI


June 11, 2021

Requisition ID: 287712
Work Area: Sales
Location: Any German SAP-location
Expected Travel: Up to 30%
Career Status: Management
Employment Type: Regular Full Time


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


BPI (Business Process Intelligence) is a newly established area at SAP that is revolutionizing the way businesses think about their processes, offering a powerful, all-in-one platform to optimize business processes and drive intelligent business transformation with live insights.
Our passion is creating products that people love to use. BPI is a place where new ideas are a top priority and implemented rapidly. It is this enthusiasm that has contributed to our growth both at our office in Walldorf and Berlin.


We have recently acquired Signavio in the now newly formed BPI Team and this provides an exciting opportunity for the right person to take on a startup core within an established company and to be a big part of the growth and future development of this organization.
The Customer Engagement Senior Manager (f/m/d) as Global Head of Customer Success leading the according global CSM team of the BPI organization plays a crucial role for future success of BPI. The CSM team is in charge together with BPI Service and selected deployment Partners ensuring the BPI adoption and consumption of the BPI Suite in customer engagements. A high renewal rate / low churn rate is of course on of the main objective of a Customer First strategy.
Responsibilities also include the following:
Strong people management and leadership responsibility
  • Lead a team of motivated Customer Success Managers bringing together the combined customer journey of Signavio and SAP Business Process intelligence to our customers.
  • Bring together the teams, customer journey and the future leadership structure within the newly combined SAP Business Process intelligence/Signavio business unit.
  • Focus on people a talent development.
  • Share results & key focus areas with cross-functional leaders
  • Drive ongoing cadence with the team to report on critical metrics, and new initiatives

Business Process Management & Customer Engagement Ownership
  • Lead and participate in the creation of strategies that drive product adoption, value realization, and delight our customers throughout the duration of the customer lifecycle
  • Customer relationship and executive stakeholder management (to C-level)
  • Frequent interaction with clients, including Directors, VPs, and C-level executives with small and large organizations.
  • Drive focus on product adoption and usage
  • Be the voice of the customer both for and within SAP Business Process intelligence
  • Work collaboratively with the CS Operations team to drive better use, insights and adoption of core CS operations capabilities
  • Industry GTM strategy, business planning, and alignment with regional leadership while driving operating model, versus organizational model


  • Several years of experience in Process Mining required
  • Strong and proven record of successfully leading customer relationships and technical projects
  • Strong leadership capabilities at the group management level. Proof record in leading teams.
  • A people-first approach to management
  • Exceptional customer relationship skills from previous employment
  • Proven track record of partnering effectively with enterprise sales leaders
  • An innate drive for customer success and a strong commercial awareness
  • Strong experience with SaaS Business Process Management Solutions
  • Strong experience in Customer Engagements within Process Mining customer implementations
  • Self-motivated, great teammate, accountable, and passionate about exceeding customer expectations
  • Understanding of enterprise workflows, terminology, concepts, and strategies
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Proven track record of leading through change and in high pressure situations
  • Fluent both in German and English MANDATORY


Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
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