We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.  Candidate(s) will be required to work 3 days a week in an SAP Canada office/client site as per our Pledge to Flex return to office policy SAP is not offering relocation benefits for this role at this time. SAP is not offering current or future visa sponsorship for this role at this time. Role Purpose: As a Customer Success Partner, you will act as a trusted advisor to SAP customers, focusing on delivering solution area expertise and maximizing customer lifetime value. You will ensure customer success by driving adoption and consumption of SAP solutions, managing renewals, mitigating churn, and identifying expansion opportunities. You will engage with executive stakeholders, guiding customers through their value realization journey, from pre-sales to post-sales, while driving customer outcomes and SAP’s business growth. Key Responsibilities: Customer Relationship Management: Build deep, trusted relationships with customer executives and key stakeholders. Act as a primary point of contact, guiding customers through the entire lifecycle from adoption to renewal. Customer Success Management: Develop and execute customer success strategies, ensuring value realization, adoption, and consumption of SAP solutions to drive business outcomes and renewals. Renewal & Revenue Optimization: Drive customer renewals, expansions, and upsell opportunities for SAP solutions, ensuring profitability and alignment with business objectives. Forecast renewal opportunities accurately and safeguard revenue. Account Strategy & Governance: Implement and oversee account strategies, including consumption plans, outcome success plans, and value-based adoption strategies. Track customer satisfaction, and work with global customer success teams to ensure high-level service delivery. Churn Mitigation & Crisis Management: Manage through customer crises and de-escalate situations. Leverage risk mitigation strategies to maintain strong customer relationships and minimize churn. Collaboration & Stakeholder Engagement: Collaborate with internal SAP teams (MU leadership, account teams, industry teams, and solution management) and external stakeholders to deliver a seamless customer experience and identify growth opportunities. Identify Expansion & Upsell Opportunities: Use customer data, consumption insights, and business needs to identify opportunities for cross-sell, upsell, or expansion of SAP solutions and services. Performance Tracking & Reporting: Utilize data and tools to monitor SLA performance, adoption metrics, and consumption patterns, adjusting strategies as necessary to ensure customer success. Leadership & Influence: Provide expert guidance on best practices, sharing insights and contributing to SAP’s library of success plays. Lead initiatives to drive digital transformation and process improvements in customer engagement models. Skills & Qualifications: Candidate should have 5+ years of revelant work experience.  Executive Presence & Relationship Building: Proven ability to build and sustain relationships with senior customer executives and internal stakeholders. Problem-Solving & Risk Mitigation: Ability to address complex customer challenges, applying risk-mitigation strategies and driving resolution of difficult customer situations. Strategic Account Management: Expertise in developing long-term customer strategies that align with business outcomes, customer retention, and expansion. Communication & Influencing: Strong verbal and non-verbal communication skills, with the ability to influence decisions and convey technical or strategic concepts effectively. Technical Understanding: Some technical expertise in SAP solutions, with the ability to discuss technical issues and solutions with customers. Business Acumen: Advanced understanding of customer business models, strategies, and line-of-business processes. Experience & Education: Several years of experience in customer success management, account governance, or a similar role, with a focus on SaaS or cloud software solutions. A bachelor’s degree or equivalent is required. Key Performance Indicators (KPIs): Customer Satisfaction (CSAT) and Net Promoter Score (NPS) Renewal and retention rates Upsell and expansion revenue Adoption and consumption metrics Customer risk identification and mitigation success T3 (Senior): The role requires independent work on complex customer issues, the ability to resolve cross-functional challenges, and a high level of responsibility for managing strategic customer accounts. The position may include supervisory responsibilities and collaboration on long-term concepts or digital transformation initiatives. 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 help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability. SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 118,100 - 255,300 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com. Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec. Requisition ID: 417332  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid