Senior Customer Success Manager - SAP Data & AI (Northeast & Canada MU)

SAP is a leading company in enterprise application software, helping over 400,000 customers worldwide run better. They are seeking a Senior Customer Success Manager to ensure customers adopt and maximize value from SAP’s Data & AI portfolio while driving long-term consumption and revenue growth.

Responsibilities:

• You will be a trusted technical advisor and outcome-driven leader responsible for ensuring our largest customers adopt, consume, and renew SAP’s Data & AI portfolio—particularly SAP Business Data Cloud - SAP Datasphere , SAP Analytics Cloud, SAP Databricks and SAP HANA Cloud or equivalent enterprise grade data & analytics solutions
• Working closely with Customer Stakeholders, Account Executives, Product Management, Solution Advisory, Implementation Services, and Partners, you will translate business goals into data and analytics adoption plans, drive long-term consumption, and protect and grow revenue
• 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%)