SAP has announced the formation of a new Customer Value Group and the appointment of Thomas Saueressig as Chief Customer Officer. The new board-level organization will combine SAP’s Customer Success and Customer Services & Delivery units to create a unified structure focused on delivering a consistent customer experience from initial engagement through long-term value realization. In his expanded role, Saueressig will oversee the entire customer lifecycle, including sales alignment, service delivery, support, and adoption of SAP’s cloud and artificial intelligence solutions.
Jan Gilg and Manos Raptopoulos will continue to jointly lead the Customer Success organization and report directly to Saueressig under the new structure. Christian Klein, CEO of SAP SE, said the organizational change reflects how enterprise software providers increasingly link sales outcomes with long-term customer adoption. He added, “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.”
Saueressig, who joined SAP in 2004 and became a member of the Executive Board in 2019, previously led the Customer Services & Delivery unit, and earlier oversaw SAP’s product engineering portfolio. His experience also includes serving as the company’s Chief Information Officer, where he helped guide SAP’s transition toward cloud-based operations.