Customer Success Partner Expert, HXM - F/M

Role Summary

The Customer Success Partner Expert is accountable for changing how customers operate, not for monitoring how software is used, and must actively maintain role boundaries to ensure delivery remains with the appropriate parties while retaining full accountability for customer outcomes. The role exists to move customers up the HR maturity curve by influencing strategy, operating models, and executive decisions, using SAP technology, AI, and ecosystem partners as enablers. Success in this role is defined by evidenced customer capability change, adoption with intent, and sustained business outcomes, demonstrated through executive engagement, decision influence, and measurable impact. This is not by activity volume, reporting cadence, or internal data hygiene.

Role Purpose

To act as SAP’s trusted partner to senior HR and business leaders, with direct and sustained engagement at decision‑maker level as a prerequisite for success.

• Elevating HR from process execution to insight‑led workforce decisions.
• Embedding AI, automation, and analytics into how work gets done.
• Ensuring customers realise measurable productivity, decision‑quality, and organisational impact.

Core Accountabilities

• Establish and maintain direct access to decision makers; absence of executive engagement is treated as a performance risk.
• Drive customer capability change, not license usage or task completion.
• Move customers forward on the HR maturity journey through AI, insight, and operating model evolution.
• Anchor value in business outcomes, better decisions, and workforce impact.
• Make AI real through adoption, behaviour change, and simplification, not feature rollout.
• Own customer outcomes even when delivery is led by partners, GSIs, or SAP services, by defining the path to resolution and directing.
• Create pathways to executive engagement and decision influence where they do not exist; do not wait for ideal customer conditions.
• Protect time and focus for high‑value customer work, challenging internal demands that dilute impact.
• Act as the senior escalation point, reframing issues into decisions and trade‑offs, not firefighting.
• Use systems of record to inform judgement, not spreadsheets to run the business.

Key Responsibilities

• Shape and lead customer agendas with CHROs and HR leadership teams, aligning SAP capability to strategic priorities.
• Co‑create outcome‑led roadmaps that clearly articulate why change matters, not just what will be implemented.
• Influence adoption by simplifying processes, reducing manual effort, and embedding new ways of working.
• Leverage customer communities, peer learning, and reference stories to scale impact beyond individual accounts.
• Engage ecosystem partners to extend reach and accelerate outcomes, while enforcing clear ownership boundaries and preventing misallocation of delivery responsibility to the CSM role.
• Escalate early when product, data, or operating model constraints block adoption or value realisation.
• Contribute to SAP’s collective learning by sharing patterns, insights, and proven approaches, not reports.

Equal Employment Opportunity

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. 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.

Successful candidates may be required to undergo a background verification with an external vendor.