Senior Customer Success Manager
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Job Description
HPE Customer Success Manager helping enterprise customers adopt GreenLake and cloud solutions. Managing strategic accounts, resolving issues, and driving upsell and cross-sell growth.
Responsibilities:
- Own a select group of strategic customer accounts
- Cultivate senior-level customer relationships and engage key stakeholders
- Onboard customers and help define and achieve adoption success criteria
- Advocate for customer needs, objectives, and desired outcomes
- Develop and maintain Customer Success Plans with goals, outcomes, and timelines
- Serve as an escalation point for customer issues and coordinate resolution with technical support, product management, and engineering
- Capture HPE offering capabilities and identify gaps against customer use cases through a closed-loop engagement process
- Drive upsell sales motions and close expansion opportunities within assigned accounts
- Identify cross-sell opportunities and collaborate with Sales Specialists
- Support customers through digital transformation and drive adoption across HPE’s as-a-service portfolio
- Deliver measurable business value through proactive engagement, strategic guidance, and customer service
- Travel occasionally for customer onsite meetings, conferences, and trade shows
Requirements:
- University or bachelor’s degree or equivalent combination of education and experience
- 8+ years of direct, work-related experience
- Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives
- Experience serving as an external trusted advisor and internal mentor in customer success management
- Expert-level knowledge in the relevant field, recognized by company and customers
- Experience in cloud operating models
- Ability to support customers in Eastern/Central Time Zones and accommodate Eastern Time Zone working hours
- Comfortable with occasional domestic travel of approximately 10–15%
- Thorough understanding of the technology industry, trends, market dynamics, emerging technologies, cloud computing, and competitive landscape
- Comprehensive knowledge of company products and services and ability to communicate their value proposition
- Understanding of customer personas, industries, market segments, customer pain points, and objectives
- Knowledge of customer success methodologies, frameworks, and best practices
- Knowledge of customer success financial metrics, including CLV and churn rates
- Leadership and account-team orchestration skills
- Cross-functional collaboration with sales, product development, technical support, and marketing
- Awareness of industry regulations, data privacy laws, and compliance requirements
- Knowledge of HPE GreenLake, Advisory and Professional Services, and Managed Services
- Understanding of public cloud architecture and operations principles
- Understanding of ITIL/ITSM
- Understanding of Agile and DevOps concepts and methods
- CCSM Level 4 or higher certification preferred
- HPE GreenLake ATP certification preferred
- Experience in project/program management preferred
- Advanced university degree or MBA preferred
Benefits:
- Comprehensive suite of health and wellbeing benefits supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Career growth opportunities, including becoming a knowledge expert or moving to another division
- Flexible work and personal needs management
- Remote/teleworker work arrangement
- Global, inclusive work environment
- Opportunity to participate in customer onsite meetings, conferences, and trade shows
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