SAP Signavio: Senior Customer Success Manager - BTM Suite

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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. 

 

We are seeking a Senior Customer Success Manager for SAP’s Business Transformation Management (BTM) organization, focusing on the SAP Signavio solution area. You will specialize in SAP Signavio within a team accountable for the broader BTM suite. A high-level, working knowledge of SAP LeanIX is valued, but deep Signavio expertise is the primary focus of this role. This is a strategic, customer-facing role focused on driving value realization, adoption, retention, and growth across a portfolio of large, complex Enterprise and Strategic Accounts.

 

What You'll Do:

 

We are looking for a driven, customer-oriented thought partner with exceptional analytical and advisory skills. You will manage the end-to-end relationship for a dedicated set of Enterprise and Strategic SAP Signavio customers, holding ultimate accountability for their overall success, health, retention, and expansion.

 

Your core responsibilities will include:

 

• Strategic Advising: Act as a trusted advisor to executive stakeholders, guiding customers through enterprise-wide business transformation initiatives using SAP Signavio as a core enabler.
• Value Realization: Develop multi-year account success strategies and lead Executive Business Reviews (EBRs) to maintain strategic alignment, focusing on KPI outcomes, adoption maturity, and measurable ROI.
• Adoption & Health: Drive sustained adoption across global, federated organizations by applying hands-on product expertise to translate customer strategy into measurable outcomes leveraging process insights and best practices.
• Risk Mitigation: Proactively monitor customer health indicators and mitigate churn risk through structured success planning, serving as the primary escalation point for complex customer situations.
• Commercial Growth: Partner closely with Account Executives, Renewals Managers, and Sales Leadership to drive value-based renewals, expansions, and upsell opportunities.
• Cross-Functional Advocacy: Act as the internal customer advocate, influencing Product Management, Services, and Solution teams to drive product development based on customer feedback and use cases.
• Governance: Establish effective customer governance models and drive structured execution across complex, multi-threaded customer environments.

 

What You Bring:

 

• 6+ years of experience in Customer Success, Consulting, Technical Account Management, or Enterprise Account Management within a B2B SaaS environment.
• Proven experience managing large Enterprise or Strategic accounts with complex organizational structures.
• Strong background and knowledge in business process management, process modeling, process mining, or enterprise architecture.
• Exceptional customer-facing presence with the demonstrated ability to build high-trust relationships and influence stakeholders from the executive level down.
• Experience supporting subscription renewals, churn mitigation, and value-based customer engagements.
• The ability to understand and articulate complex technical and functional concepts to both business and technical audiences.
• Strong analytical, problem-solving, and program management skills.
• Bachelor’s degree or equivalent practical experience required.
• Willingness to travel periodically (up to 10%) to support strategic customer engagements.

 

What We Offer:

 

• The opportunity to work with some of SAP’s most strategic customers on enterprise-wide transformation initiatives.
• A highly collaborative, global team environment where new ideas are a top priority and implemented rapidly.
• A culture that values your thoughts and gives you the freedom to constructively shape how SAP deliver