SuccessFactors; HCM Head of UKI Customer Success

Success Factors (HCM) Head of UKI Customer Success

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, 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.

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.

• Lead the SAP Success Factors customer success strategy for the UK&I HCM market unit.
• Be accountable for outcomes through prioritisation, coordination, and governance, with delivery enabled through the appropriate teams and roles.
• Executive alignment accountability includes establishing and maintaining clarity of priorities, decision ownership, and escalation paths, so that issues are addressed at the most effective level rather than accumulating at leadership level.
• Empower mutual customer and SAP success across the customer adoption lifecycle.

• Design and run influence programs that scale beyond individual accounts, including:
• executive forums
• AI and experience modernisation narratives
• value and outcomes storytelling
• (Influence programs are measured on downstream adoption, decision clarity, and positive customer behaviour change, rather than event activity or attendance alone.)
• Position SAP as a trusted thought partner in the UK&I HR market.
• Guide AI adoption as a business and experience accelerator, rather than a feature rollout.
• Translate customer feedback and signals, including NPS, into continuous, closed-loop improvement and prioritisation, with a focus on addressing root causes.
• People leadership is centred on sustaining impact while fostering a healthy, inclusive, and respectful team environment, with clear expectations for accountability and outcomes.
• Invest team capacity purposely to support market influence, customer outcomes, and long-term business value.
• Set clear expectations, performance standards, and accountability aligned to influences and outcomes.
• Actively guide performance management across the team.
• Build and strengthen executive credibility and market coverage through selective talent investment.
• Create an environment where:
• Well-considered decisions are encouraged
• Ownership and accountability are transparent
• Sustained outcomes and team wellbeing are prioritised

• Ensure customer programs are structured, outcome-led, and adoption-focused.
• Guide and lead experience management across the customer lifecycle, including:
• clarity of accountability
• Be answerable for enabling adoption and consumption of purchased solutions and success entitlements.
• The role requires effective escalation and resolution, while partnering with the appropriate teams to address delivery, product, or resourcing…