Customer Success (Senior) Onboarding Manager - Signavio (m/f/d)

Overview

Customer Success (Senior) Onboarding Manager - Signavio (m/f/d).

What You’ll Build: As a Customer Success Onboarding Manager, you will be responsible for ensuring the successful onboarding and adoption of SAP Signavio’s products and services. You will build strong relationships with customers, understand their needs, and guide them through a seamless onboarding process. Your primary goal is to facilitate customer success, drive product engagement, and foster long-term partnerships, while innovating onboarding approaches to drive automation and standardization. This role offers leadership opportunities, mentorship, and development in a dynamic, client-centric environment.

Responsibilities

• Define and lead the onboarding experience for new customers, from contract signing to rollout and initial usage.
• Conduct in-depth consultations with customers to understand business requirements, goals, and challenges, tailoring the onboarding journey.
• Collaborate with User Success Engineering, Support, Professional Services, Sales, Marketing, and Product to drive onboarding standardization and automate processes to reduce time-to-value (TTV).
• Monitor and analyze customer product usage and adoption patterns; identify opportunities to improve engagement and drive customer success.
• Work with state-of-the-art Customer Success tools (Gainsight, Salesforce) with support from the Customer Success Operations team.
• Collaborate with the SAP LeanIX Onboarding Team to standardize onboarding processes for SAP Signavio.
• Develop and refine onboarding processes with cross-functional teams to create a smooth onboarding experience.
• Serve as the primary contact during initial onboarding of enterprise accounts and manage the overall customer relationship in alignment with sales.
• Ensure customer success, adoption of Signavio, customer health, and satisfaction; manage escalations and priorities.
• Develop strategic relationships with key stakeholders, lead executive sessions, and align on onboarding goals and roadmaps.
• Interface between product management and the customer to drive product development; share insights with Signavio strategists and Product Leadership.
• Collaborate with Professional Services for customer enablement and deployments; leverage relationships for references and case studies.
• Identify commercial opportunities.

What You Bring

• Business fluent in German and fluent in English.
• Several years of professional experience in Customer Success or related fields, preferably with SAP Signavio’s Business Process Management Software.
• Exceptional project management skills with a track record of managing multiple onboarding projects simultaneously.
• Highly organized, able to handle multiple priorities with attention to detail.
• Excellent communication and interpersonal skills; able to build rapport with diverse customer groups.
• Adaptable to change; thrive in fast-paced, entrepreneurial environments.
• Willingness to travel to build and maintain strong client relationships.
• Experience with Customer Success tools (e.g., Gainsight) is a plus; experience in process management or process consulting is also desirable.
• Proven ability to collaborate, lead conversations at executive levels, and engage across functions (Sales, Services & Product Management).
• Passion for customers and their success.

Where You Belong

Our Customer Success organization serves as the focal point for our clients. We are a mosaic of high-performing individuals committed to helping those around us achieve excellence. We aim for best-in-class client retention and scalable, trusted experiences across the company. This role is a direct extension of SAP Signavio’s Client Experience mission to empower clients to focus on their purpose and become a best-run business. SAP is committed to inclusion, health and well-being, and flexible working models. We are an equal opportunity employer and provide accessibility accommodations as needed. For accommodation requests, please contact Recruiting Operations Team:

Requisition ID: | Travel: 0-30% | Employment Type: Regular Full Time | Location: Virtual - Germany

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