SAP SE announced the creation of a new Customer Value Group, consolidating its Customer Success and Customer Services & Delivery organizations as part of a broader executive board reorganization aimed at strengthening its AI-driven strategy.
The new board area will take effect on April 1 and is designed to reinforce SAP’s customer-centric operating model by delivering a seamless, end-to-end experience from initial engagement through long-term value realization. The move comes as Europe’s largest software company continues to emphasize cloud and AI-powered solutions as central to its growth strategy.
Thomas Saueressig, a member of SAP’s Executive Board, will expand his responsibilities and assume the role of Chief Customer Officer. In this capacity, he will oversee the full customer journey, aligning sales, delivery, services, and support to drive adoption, renewal, and expansion of SAP’s cloud and AI offerings. SAP Extended Board members Jan Gilg and Manos Raptopoulos will report directly to Saueressig and continue to co-lead the Customer Success organization.
Saueressig joined SAP in 2004 and was appointed to the Executive Board in 2019. Prior to this role, he led the Customer Services & Delivery Board area with global responsibility for long-term customer value in the cloud, including professional services, customer innovation services, support, and SAP’s cloud infrastructure and operations. Earlier in his career at SAP, he led Product Engineering and served as the company’s Chief Information Officer, driving its internal cloud-first transformation.
The company said the structural change is intended to strengthen execution and ensure tighter integration between selling and delivering as customers increasingly adopt AI-powered enterprise software.
KEY QUOTE:
“In a business where adoption and renewal define success, the lines between selling and delivering disappear. Bringing Customer Success and Customer Services & Delivery together is the right move now for our customers and for SAP, as we go all in on AI. Thomas combines deep product expertise with strong experience in services and customer delivery, and he has earned the trust of our customers and teams. I am convinced that under his leadership, this new organization will drive lasting customer value across the full journey.”
Christian Klein, CEO of SAP SE
