SAP America: Customer Success Intelligence and AI Innovation Expert

The Customer Success Intelligence and AI Innovation Expert will lead the business design and requirements for customer intelligence, decisioning, and AI-enabled capabilities. 

This role will define the business requirements for how customer signals, health, risk, adoption, value, renewal readiness, and commercial context are brought together to guide better decisions and more precise customer engagement. This is not an analyst role or a technical delivery role. The role acts as the business lead and strategic partner to Analytics, IT, Product, Business AI, and Strategy & Operations teams. It will define functional requirements, translate business needs into technical requirements, shape prioritisation, and ensure new capabilities are designed around clear business outcomes.

Success in this role will be measured by SAP’s ability to turn fragmented customer data into trusted intelligence, actionable recommendations, scalable engagement patterns, and measurable improvements in adoption, renewal readiness, customer outcomes, and operating efficiency. 

Key Responsibilities 

• Define the business architecture for customer intelligence across Customer Success Management, including how customer signals are used to understand current condition, future risk, value realisation, renewal readiness, and growth potential.

• Define and standardize the business signal taxonomy, data requirements, source mapping, account-product relationships, and historical context needed to create a trusted and actionable view of the customer.

• Translate Customer Success Management business needs into clear functional requirements, technical requirements, business rules, and prioritised delivery asks for Analytics, IT, Product, and Business AI teams.

• Define the business rules, decision framworks, and prioritsation logic, escalation paths, treatment strategies, and feedback loops that help determine what action is needed, when, and through which channel.

• Define how intelligence, recommendations, and AI-enabled capabilities are embedded into Customer Success Management workflows, cadences, and field motions to ensure consistent adoption and usage. 

• Establish closed-loop feedback mechanisms to continuously refine signals, decision frameworks, and AI recommendations based on customer outcomes and field performance. 

• Influence the Customer Success Management technology stack by identifying capability gaps, shaping roadmap priorities, and ensuring systems such as Gainsight and related platforms support the future operating model.