Customer Success Lead - SAP

Role Overview

The Customer Success Lead focused on SAP will take complete ownership of post-onboarding success for enterprise SAP testing programs, ensuring steady delivery, deep adoption, and tangible business benefits. This senior-level individual contributor or leadership position serves as the nexus between customer stakeholders, SAP functional teams, quality assurance leadership, delivery governance, and product engineering. Reporting to leaders in customer success, delivery, or product, this role influences testing strategies without direct managerial control over all parties. The ideal candidate is organized and capable of simplifying SAP testing complexities into actionable plans, disciplined execution, clear performance metrics, and sustained platform advantages.

Key Responsibilities

• Own entire post-onboarding customer success, translating platform adoption into significant SAP testing results.
• Set adoption targets, define value metrics, implement governance schedules, and develop success strategies for each enterprise client.
• Drive quantifiable progress in areas such as reduction of regression suites, automation coverage enhancement, defect leakage reduction, efficiency of test execution, and readiness for releases.
• Work closely with SAP functional leadership to confirm end-to-end business processes including Order-to-Cash, Procure-to-Pay, Record-to-Report, and related integrated workflows.
• Coordinate test automation strategies aligning with SAP S/4HANA systems, Fiori/UI5 platforms, OData APIs, release timing, and transport policies.
• Advise customer teams on best practices for test design, data-driven and API-based testing, regression optimization, and advancing automation maturity.
• Conduct weekly delivery meetings, maintain KPI dashboards, track risks and issues, prepare executive updates, and facilitate proactive governance forums.
• Collaborate with QA heads, SAP program teams, functional consultants, business owners, delivery managers, and product stakeholders.
• Calmly manage escalations by identifying root causes, coordinating resolution efforts, and communicating clear recovery plans promptly.
• Spot adoption drop-offs, training needs, process bottlenecks, configuration hurdles, and workflow frictions that impact ongoing platform use.
• Work alongside product and engineering teams to prioritize defect fixes, product enhancements, stability improvements, and feedback-driven innovations.
• Enhance customer QA discipline through structured defect tracking, consistent test execution, capturing evidence, and rigorous release governance.
• Influence key customer decisions on automation roadmaps, testing approaches, usage growth, and AI-driven optimization possibilities.
• Create documentation of success stories, lessons learned, reusable practices, and maturity landmarks to support internal learning and account expansion.

Qualifications and Experience

• Bachelor’s degree in Computer Science, IT, Engineering, Business Systems, or a closely related field is mandatory.
• Formal SAP training, SAP testing experience, or comparable hands-on involvement in SAP transformation initiatives is highly desirable.
• Certifications in SAP, quality engineering, customer success, project management, or agile methodologies are a plus if paired with relevant practical experience.
• A strong academic record, proven professional achievements, and consistent responsibility in established enterprises are required.
• 8 to 12 years of relevant exposure encompassing SAP testing, enterprise QA, software delivery, customer success, implementation governance, or digital assurance.
• At least 4 to 6 years of direct or leadership involvement in SAP QA programs, transformation testing for S/4HANA, or large-scale regression projects.
• Proven expertise managing post-implementation success, enterprise rollouts, adoption reinforcement, governance, and stakeholder escalation in complex client settings.
• Experience with SAP processes like Order-to-Cash, Procure-to-Pay, Record-to-Report, and validating integrated business flows.
• Proven ability to work effectively with QA leadership, SAP functional managers, product teams, engineering, and senior delivery stakeholders.
• Preferred experience dealing with enterprise customers in sectors such as banking, retail, food and beverage, consumer goods, manufacturing, or other process-heavy industries.

Technical and Functional Skills

• Comprehensive understanding of SAP S/4HANA landscapes including release management, transports, integrated modules, dependencies, and test planning.
• Strong familiarity with SAP business processes including O2C, P2P, RTR, master data dependencies, integration points, and critical regression scenarios.
• Practical experience with Fiori/UI5 applications focusing on role-based user journeys, front-end testing, and user experience issues.
• Knowledge of OData APIs, integration test flows, test data management, service validations, and issue triage across interconnected systems.
• Understanding test automation frameworks, codeless automation concepts, reducing regression test suites, data-driven testing, scheduling, and analyzing execution results.
• Capability to interpret dashboards that highlight automation coverage, pass/fail rates, defect leakage, test reliability, test cycle duration, and release preparedness.
• Familiarity with defect management, test management tools, agile delivery principles, risk control, stakeholder reporting, and enterprise governance.
• Comfort collaborating with product and engineering on production issues, enhancement prioritization, support transitions, and feedback loops with customers.

Soft Skills and Behavioral Competencies

• Strong sense of ownership and accountability for outcomes beyond platform onboarding.
• Methodical and execution-driven approach emphasizing governance, documentation, follow-ups, and measurable progress.
• Composure under pressure when handling escalations related to release timelines, defects, stakeholder expectations, or adoption results.
• Effective communication with executives, able to translate technical testing details into business risks, impacts, and decision options.
• Collaborative influencer working well within matrixed teams including customers, delivery, product, engineering, support, and senior leadership.
• Commercially aware and empathetic to customer needs while maintaining discipline over scope, priorities, and platform value delivery.
• Analytical mindset to uncover root causes, identify adoption and workflow gaps, and seek continuous improvements using operational data.

Preferred Additional Qualifications

• Exposure to AI-driven testing, self-healing automation, autonomous testing, low-code/no-code test automation, and cloud-native testing platforms.
• Experience in enterprise SaaS customer success, digital assurance consultancy, quality transformation, or platform-driven implementation programs.
• Knowledge of CI/CD integration, DevOps test practices, automated regression planning, release orchestration, and test evidence governance.
• Track record in boosting automation coverage, decreasing regression efforts, enhancing execution reliability, minimizing defect leakage, and speeding release cycles.
• Experience managing multiple enterprise accounts, customer maturity planning, and facilitating usage expansion initiatives.