Head, Customer Renewal

We help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.What you'll do:The India-CRC Renewal Director is a leadership role within the Customer Renewal Centre (CRC), APAC, accountable for driving customer retention, renewal performance and recurring revenue outcomes for SAP-India.The CRC is central to APAC's customer success strategy – ensuring consistency, governance and scale in renewal execution while safeguarding the region's subscription base. Over the years, the CRC has evolved from a "shared-service operation" to a strategic growth engine, leading transformation programs such expanding coverage from (R3Q > R6/R8Q), early renewal, churn forecasting and churn management.Based in India, this role carries dual responsibilities:Operational accountability for renewal delivery and churn management across India.Transformational leadership to strengthen CRC India scale, digital innovation and best practices across APAC.This position requires a proven leader who can balance execution discipline with strategic vision, and who thrives in a fast-paced, matrixed environment.Key ResponsibilitiesLeadership & People DevelopmentLead, coach and inspire a team of Renewal Executives (CREs) to consistently meet and exceed renewal and churn targets.Drive a high-performance culture built on accountability, collaboration and continuous growth.Ensure talent retention, career development and succession planning within the renewal organisation.Renewal Governance and ExecutionOwn and deliver renewal outcomes.Implement strong governance for forecasting accuracy, pipeline discipline and compliance with company standards.Oversee renewal negotiations for high-value or strategic accounts to maximize customer satisfaction and protect cloud revenue.Churn Forecasting & ManagementLead efforts to improve churn predictability through data-driven forecasting models.Partner with cross-functional stakeholders to proactively identify at-risk customers and execute churn mitigation strategies.Provide transparency and insights on churn drivers and trends to Market Unit and Regional leadership.Transformation & Operational ExcellenceChampion early renewal, multi-year renewal motion to secure predictability and strengthen customer engagement.Drive adoption of "digital-first" renewal models to enable scale and efficiency.Standardize tools, processes, and best practices across India to ensure consistency and scalability.Monitor and analyse performance metrics, implementing improvement initiatives as needed.Stakeholder EngagementAct as the renewal focal point for SAP-India leadership, providing clear visibility on forecasts, churn outlook and performance risks.Collaborate with Sales, Customer Success (CSM), Finance and Legal to ensure seamless renewal execution and effective customer engagement.Align with regional CRC leadership to share best practices, drive transformation, and support APAC-wide initiatives.What you bring:12+ years of experience in account management, renewals, customer success or sales leadership within the enterprise software or SaaS space2+ years of experince in people management or manageing the team.Strong track record of delivering renewal and churn management targets.Skilled negotiator with strong stakeholder management abilities, including executive-level engagement.Experience working with enterprise customers is preferred.Expertise in forecasting, pipeline management and data-driven business decision making.Experience in leading transformation programs and scaling operations is highly desirable.Leadership experience in managing and developing high-performing teams.Education: MBA or equivalent is a plus. Or bachelor's degree in business management or related fieldWhat we Offer:The opportunity to shape the future of customer retention in one of the fastest growing regions for cloud business.A leadership role in a strategic APAC region, with exposure to global best practices and transformation programs.The chance to drive impact at scale, influencing renewal outcomes across diverse industries and customer segments.Career development opportunities, with access to leadership programs & mentorshipA collaborative, inclusive culture that values innovation, continuous improvement, and customer success.Competitive compensation, benefits and recognition aligned with performance and impacCSPT4PMBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, 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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. We win with inclusionSAP'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. At SAP, we believe 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. We ultimately believe in unleashing all talent and creating a better world. SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor.AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.Please note that any violation of these guidelines may result in disqualification from the hiring process. Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid