UK&I Head of Customer Success for SuccessFactors HCM

CompanySAP SuccessFactors

LocationFeltham, England, United Kingdom

Posted At1/26/2026

UK Visa Sponsorship Analytics

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Occupation Type

Business associate professionals not elsewhere classified.

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

What you’ll do

The Head of UK & Ireland Customer Success (HCM) leads HCM customer success across the UK&I market unit. The role is accountable for delivering customer outcomes, adoption, experience, and business value across the region by developing, positioning, and coordinating a high-performing Customer Success team, and by creating leverage through close partnership with the broader SAP ecosystem.

This senior market leadership role drives durable outcomes through strategic decision-making, prioritisation, and governance. The role operates primarily through decision-making, prioritisation, and governance rather than direct execution. You will surface and frame delivery, product, and resourcing issues, mobilise and scale resources and solutions, and use influence and orchestration — stepping in selectively to accelerate decisions, reset governance, or strengthen executive alignment.

Engagement at account level occurs selectively to help resolve decisions, realign governance, or establish shared direction. Sustained success is achieved through empowered teams, effective collaboration, and clear decision ownership

, rather than reliance on individual intervention.

Market and Customer Accountability

Lead the SAP SuccessFactors customer success strategy for the UK&I HCM market unit.
Be accountable for outcomes through prioritisation, coordination, and governance, with delivery enabled through the appropriate teams and roles.
Executive alignment accountability includes establishing and maintaining clarity of priorities, decision ownership, and escalation paths, so that issues are addressed at the most effective level rather than accumulating at leadership level.
Empower mutual customer and SAP success across the customer adoption lifecycle.

Influence, Programs, and Market Leadership

Design and run influence programs that scale beyond individual accounts, including:
HR community engagement
executive forums
AI and experience modernisation narratives
value and outcomes storytelling
(Influence programs are measured on downstream adoption, decision clarity, and positive customer behaviour change, rather than event activity or attendance alone.)
Position SAP as a trusted thought partner in the UK&I HR market.

Guide AI adoption as a business and experience accelerator, rather than a feature rollout.

Translate customer feedback and signals, including NPS, into continuous, closed-loop improvement and prioritisation, with a focus on addressing root causes.

People Leadership

People leadership is centred on sustaining impact while fostering a healthy, inclusive, and respectful team environment, with clear expectations for accountability and outcomes.
Invest team capacity purposely to support market influence, customer outcomes, and long-term business value.
Set clear expectations, performance standards, and accountability aligned to influences and outcomes.
Actively guide performance management across the team.
Build and strengthen executive credibility and market coverage through selective talent investment.
Create an environment where:
Well-considered decisions are encouraged
Ownership and accountability are transparent
Sustained outcomes and team wellbeing are prioritised

Program, Experience, and Adoption Leadership

Ensure customer programs are structured, outcome-led, and adoption-focused.

Guide and lead experience management across the customer lifecycle, including:

governance quality

escalation effectiveness

clarity of accountability

Be answerable for enabling adoption and consumption of purchased solutions and success entitlements.

The role requires effective escalation and resolution, while partnering with the appropriate teams to address delivery, product, or resourcing challenges, ensuring issues are resolved through the correct owners rather than absorbed by the role.

Resource Orchestration and Execution Model

Coordinate SAP resources across:
Customer Success Managers
Services
Sales
Product
Global Customer Success Centres
Make informed prioritisation decisions to ensure team capacity is applied where it delivers the greatest shared impact.
Reporting and tooling are intended to enable insight, prioritisation, and decision-making, with an expectation that administrative effort remains proportionate and purposeful.
Executive trust and continuity across Top 30 customers.
Improved customer experience signals, including NPS driven by closed-loop action.

A strong, credible CSM bench with clear accountability and performance discipline.

Visible SAP influence across UK&I HR communities and forums.

Improved clarity, quality, and timeliness of executive decisions across priority customers

What you bring

Leadership of a market-critical function with meaningful business impact.
Experience making prioritisation and resource decisions that support sustainable success.
Responsibility for annual customer success, adoption, and experience outcomes.
People management experience, developing and guiding a professional team to deliver against strategy.
Ability to represent SAP as a trusted partner with senior customers and stakeholders.