SAP Signavio: Senior Customer Success Manager - BTM Suite

SAP•Burlington, MA

2d•$121,000 - $261,800•Hybrid

About The Position

We are seeking a Senior Customer Success Manager for SAP’s Business Transformation Management (BTM) organization, focusing on the SAP Signavio solution area. You will specialize in SAP Signavio within a team accountable for the broader BTM suite. A high-level, working knowledge of SAP LeanIX is valued, but deep Signavio expertise is the primary focus of this role. This is a strategic, customer-facing role focused on driving value realization, adoption, retention, and growth across a portfolio of large, complex Enterprise and Strategic Accounts.

Requirements

6+ years of experience in Customer Success, Consulting, Technical Account Management, or Enterprise Account Management within a B2B SaaS environment.
Proven experience managing large Enterprise or Strategic accounts with complex organizational structures.
Strong background and knowledge in business process management, process modeling, process mining, or enterprise architecture.
Exceptional customer-facing presence with the demonstrated ability to build high-trust relationships and influence stakeholders from the executive level down.
Experience supporting subscription renewals, churn mitigation, and value-based customer engagements.
The ability to understand and articulate complex technical and functional concepts to both business and technical audiences.
Strong analytical, problem-solving, and program management skills.
Bachelor’s degree or equivalent practical experience required.

Nice To Haves

A high-level, working knowledge of SAP LeanIX is valued, but deep Signavio expertise is the primary focus of this role.

Responsibilities

Act as a trusted advisor to executive stakeholders, guiding customers through enterprise-wide business transformation initiatives using SAP Signavio as a core enabler.
Develop multi-year account success strategies and lead Executive Business Reviews (EBRs) to maintain strategic alignment, focusing on KPI outcomes, adoption maturity, and measurable ROI.
Drive sustained adoption across global, federated organizations by applying hands-on product expertise to translate customer strategy into measurable outcomes leveraging process insights and best practices.
Proactively monitor customer health indicators and mitigate churn risk through structured success planning, serving as the primary escalation point for complex customer situations.
Partner closely with Account Executives, Renewals Managers, and Sales Leadership to drive value-based renewals, expansions, and upsell opportunities.
Act as the internal customer advocate, influencing Product Management, Services, and Solution teams to drive product development based on customer feedback and use cases.
Establish effective customer governance models and drive structured execution across complex, multi-threaded customer environments.

Benefits

Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
The opportunity to work with some of SAP’s most strategic customers on enterprise-wide transformation initiatives.
A highly collaborative, global team environment where new ideas are a top priority and implemented rapidly.
A culture that values your thoughts and gives you the freedom to constructively shape how SAP delivers value to its customers.
Clear career growth opportunities within SAP’s broader Customer Success, Transformation, and Leadership paths.
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
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.
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.
SAP believes 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.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
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 annual combined range for this position is 121,000 - 261,800.
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: SAP North America Benefits.