Senior Customer Success Manager - SAP Data & AI (Public Sector)

SAP is a leading company helping the world run better through innovative technology solutions. The Senior Customer Success Manager will act as a trusted advisor to ensure large customers effectively adopt and utilize SAP’s Data & AI portfolio, driving customer engagement and revenue growth.

Responsibilities:

• Lead post-sale customer engagement across onboarding, use-case identification, adoption planning, and architecture governance to maximize value and drive consumption
• Create and execute strategic adoption plans that map customer business objectives to SAP technical capabilities and deliver measurable outcomes
• Coach customers on enterprise data management, modern data architectures (data fabric, data mesh), and hybrid data strategies; advise CIOs and enterprise architects
• Act as the technical bridge between business and engineering teams—facilitate technical reviews, governance sessions, and re-platforming discussions
• Proactively identify upsell and cross-sell opportunities; manage renewal lifecycle from opportunity to close (CRM, pricing, legal, forecasting and consumption management)
• Track customer health and engagement using Customer Success platforms (Gainsight); own health scores and customer journey playbooks
• Coordinate cross-functional resources (Value Advisory, Support, Deals Desk, Partners) to remove adoption blockers and accelerate time-to-value
• Maintain expert knowledge on SAP Business Data Cloud, SAP Joule and Generative AI trends
• Travel to customer sites as needed (up to 30%)