Senior Customer Success Field Readiness Lead (Individual Contributor)

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Job title: Senior Customer Success Field Readiness Lead (Individual Contributor)

SAP office, North America

 

Role summary

We’re hiring a senior Field Readiness Lead to design and deliver high-impact learning programs for Customer Success Managers and Customer Renewal Executives. Reporting into a team where the overall CSM/CRE readiness strategy is owned centrally, this individual contributor will drive readiness against that strategy, translating field needs into scalable programs and partnering across CS, Services & Support, Delivery, Strategy & Ops, and Learning  & Development teams to deliver measurable improvements in readiness (proficiency, adoption, time-to-ramp) that contribute to improved customer outcomes, expansion, and retention.

What you’ll do (core responsibilities)

• Translate Global CSMO strategic initiatives into scalable Field Readiness Programs.
• Design and deliver role-based onboarding and continuous learning (self-paced, live, microlearning, videos, guides, job-aids, etc.) that accelerate ramp and change behavior.
• Create targeted assets and experiences (Newsletters, office hours, cohort learning, role-plays, scenarios labs, templates and checklists)
• Leverage a learner-centric and creative mindset while aligning and delivering on business objectives.
• Maintain and curate job aids, videos, and training material repositories so resources remain current and easily accessible.
• Facilitate peer learning sessions, enablement rollouts for Global CSMO Initiatives, sequencing change and aligning stakeholders for successful adoption.
• Apply program evaluation methods to measure learning effectiveness and ROI and recommend improvements based on evidence.

Who you are (qualifications)

• 7+ years in customer success, learning and development, account management, or related roles.
• Demonstrated experience designing and delivering training that drives measurable behavior change.
• Experience with program evaluation and learning measurement (e.g. success metrics, pre/post assessments, impact analysis).
• Strong customer lifecycle knowledge, including adoption and consumption, renewal and expansion processes with an operational efficiency mindset.
• Proven ability to influence cross-functional stakeholders and drive adoption without direct authority.
• Excellent facilitation, presentation, and written communication skills.
• Strong project management skills; comfortable managing ambiguity and prioritizing across complex, transformation-oriented initiatives.
• Bachelor’s degree or equivalent experience.

 

Key competencies (short list)

• Results oriented and action focused
• Ownership of strategy and roadmap (individual contributor)
• Change management and stakeholder engagement
• Coaching and facilitation
• Analytical mindset and measurement-driven iteration
• Ability to work through complexity and prioritize
• Customer focus and negotiation

 

What success looks like (examples)

• Reduced time-to-ramp for new CSMs/CREss by X weeks
• Increased adoption outcomes attributable to enablement initiatives
• Utilization of new assets

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 enterprise resource planning (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