Role Overview The SAP Customer Success Lead will own post-onboarding customer success, delivery stability, adoption depth, and measurable business value for enterprise SAP testing programs. The role operates at a senior individual-contributor or lead level, bridging customer stakeholders, SAP functional teams, QA leadership, delivery governance, and product engineering. The position reports into customer success, delivery, or product-led leadership and is expected to influence testing strategy without requiring formal line authority over every stakeholder.

The role is designed for a structured professional who can translate SAP testing complexity into clear adoption plans, execution discipline, measurable outcomes, and sustained platform value.

Key Responsibilities

- Own end-to-end customer success after onboarding, ensuring platform usage translates into measurable SAP testing outcomes.
- Establish adoption goals, value metrics, governance cadence, and success plans for each assigned enterprise account.
- Drive measurable improvements in regression suite reduction, automation coverage, defect leakage, execution efficiency, and release readiness.
- Partner with SAP functional leads to validate end-to-end business processes across O2C, P2P, RTR, and adjacent integrated flows.
- Align test automation strategy with SAP S/4HANA landscapes, Fiori/UI5 applications, OData APIs, release cycles, and transport strategies.
- Guide customer teams on test design, data-driven testing, API-driven integration validation, regression optimization, and automation maturity.
- Run weekly delivery reviews, KPI dashboards, risk registers, issue trackers, executive summaries, and action-oriented governance forums.
- Interface with QA leaders, SAP program teams, functional consultants, business owners, delivery managers, and product stakeholders.
- Own escalations calmly, isolate root causes, coordinate resolution owners, and communicate recovery plans with clarity and urgency.
- Identify adoption drop-offs, workflow friction, training gaps, configuration challenges, and process blockers affecting sustained usage.
- Collaborate with product and engineering teams to prioritize defects, enhancements, reliability improvements, and customer-led platform feedback.
- Strengthen customer QA processes by bringing discipline to defect tracking, test execution reliability, evidence capture, and release governance.
- Influence customer decision-making on automation roadmap, testing strategy, usage expansion, and AI-led optimization opportunities.
- Document success stories, lessons learned, reusable practices, and maturity milestones for internal enablement and account growth.

Required Qualifications

- Bachelors degree in Computer Science, Information Technology, Engineering, Business Systems, or a closely related discipline is required.
- Formal SAP training, SAP testing exposure, or equivalent professional experience in SAP-led transformation programs is strongly required.
- Certification in SAP, software testing, quality engineering, customer success, project management, or agile delivery is advantageous when supported by practical experience.
- Candidates must demonstrate clear academic grounding, strong work accomplishments,



and evidence of sustained skilled responsibility in reputed enterprise environments.

Required Experience

- Minimum 8 to 12 years of relevant experience across SAP testing, enterprise QA, software delivery, customer success, implementation governance, or digital assurance.
- At least 4 to 6 years of hands-on or leadership exposure to SAP QA programs, SAP transformation testing, S/4HANA validation, or enterprise regression programs.
- Demonstrated experience managing post-go-live success, enterprise implementations, adoption reinforcement, delivery governance, and stakeholder escalation in complex client environments.
- Proven exposure to SAP business processes such as Order-to-Cash, Procure-to-Pay, Record-to-Report, and cross-system process validation.
- Experience working with customer QA leaders, SAP functional leads, product teams, engineering teams, and senior delivery stakeholders is mandatory.
- Preferred candidates will have handled enterprise customers in banking, retail, food and beverage, consumer, manufacturing, or other process-intensive sectors.

Technical and Functional Skills

- SAP S/4HANA landscape understanding, including release cycles, transports, integrated modules, workplace dependencies, and test planning considerations.
- Strong SAP process knowledge across O2C, P2P, RTR, master data dependencies, integration points, and business-critical regression scenarios.
- Practical understanding of Fiori/UI5 application testing, role-based user journeys, front-end validations, and SAP user experience defects.
- Working knowledge of OData APIs, API-driven integration flows, test data preparation, service validation, and defect triage across connected systems.
- Understanding of test automation frameworks, codeless automation concepts, regression suite optimization, data-driven testing, execution scheduling, and results analysis.
- Ability to interpret dashboards covering automation coverage, pass/fail trends, defect leakage, execution reliability, test cycle duration, and release readiness.
- Familiarity with defect management, test management, agile delivery, risk management, stakeholder reporting, and enterprise governance methods.
- Comfort collaborating with product and engineering teams on production-impacting issues, enhancement prioritization, support handoffs, and customer feedback loops.

Soft Skills and Behavioural Competencies

- High ownership orientation with the ability to take accountability for outcomes after platform onboarding.
- Structured, execution-focused working style with strong attention to governance, follow-ups, documentation, and measurable progress.
- Calm escalation handling, especially when release schedules, defect risk, stakeholder expectations, or adoption outcomes are under pressure.
- Clear executive communication, with the ability to translate technical testing issues into business impact,



risk, and decision options.
- Collaborative influence across matrixed teams, including customers, internal delivery, product, engineering, support, and leadership stakeholders.
- Commercial awareness and customer empathy, balanced with discipline around scope, priorities, platform value, and realistic delivery commitments.
- Analytical mindset for identifying root causes, adoption gaps, workflow inefficiencies, and improvement opportunities from operational data.

Preferred or Value-Added Qualifications

- Exposure to AI-led testing, self-healing automation, autonomous testing, low-code or no-code test automation, and cloud-native testing platforms.
- Experience in enterprise SaaS customer success, digital assurance consulting, quality transformation, or platform-led implementation programs.
- Knowledge of CI/CD integration, DevOps testing practices, automated regression planning, release orchestration, and test evidence governance.
- Prior success improving automation coverage, reducing regression effort, improving execution reliability, lowering defect leakage, or accelerating release cycles.
- Experience supporting multiple enterprise accounts, customer maturity roadmaps, usage expansion initiatives, and executive-level governance forums.

Professional Tenure and Background The ideal candidate should show a steady career trajectory across SAP testing, quality engineering, digital assurance, customer success, implementation delivery, or enterprise SaaS adoption. The candidates background should include reputed technology, consulting, enterprise software, systems integration, or customer-facing product organizations where process discipline, stakeholder management, and measurable delivery outcomes were expected. Frequent role changes without clear progression should be reviewed carefully, as this position requires sustained account ownership, long-cycle customer engagement, and post-go-live continuity.

Strong candidates will have evidence of leading complex customer conversations, owning delivery governance, and converting ambiguous SAP testing challenges into practical operating plans.

Compensation and Benefits The compensation philosophy is expected to be competitive, performance-oriented, and aligned with the seniority, ownership scope, customer impact, and specialized SAP expertise required for the position.

Benefits may include standard employment benefits, performance-linked rewards, career development support, collaborative technology exposure, and opportunities to contribute to enterprise-grade testing transformation. Exact compensation figures, ranges, bands, and employer-specific benefit disclosures are intentionally excluded.

Application Instructions

Candidates should submit an updated resume clearly mentioning the role title, total experience, SAP testing experience, S/4HANA exposure, Fiori/UI5 exposure, OData/API testing exposure, customer success or delivery governance experience, and measurable outcomes achieved in prior roles. Applications should be routed through the authorized recruitment channel only. Employer identity will be disclosed only to shortlisted candidates at the appropriate stage of the hiring process.

📌 Customer Success Lead - SAP (Bengaluru)
🏢 Manav Sansadhan Vikas Salaahkar
📍 Bengaluru