Senior Customer Success Manager

Senior Customer Success Manager

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for helping clients maximize the value of their HPE solutions and supporting them throughout their digital transformation journey. Serving as a trusted advisor and key member of the account team, the CSM works closely with customers to understand their business goals, operational priorities, and desired outcomes while driving successful onboarding, adoption, and ongoing engagement across HPE's as-a-service portfolio.

In this role, the CSM partners closely with Sales Specialists and cross-functional teams to strengthen customer relationships, accelerate solution consumption, and identify opportunities for account growth and expansion. The CSM is responsible for driving customer adoption, supporting upsell and cross-sell motions within assigned accounts, and delivering measurable business value through proactive engagement, strategic guidance, and a high level of customer service. This role carries a quota and may require occasional onsite customer engagement and travel.

Responsibilities

• Take ownership of a select group of strategic customer accounts.
• Cultivate strong, senior-level relationships within the customer's organization, including engagement with key stakeholders.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• Act as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.
• Serve as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
• Capture the capabilities of HPE's offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.
• Drive upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

Education and Experience Required

• A university or bachelor's degree or equivalent combination of education and experience; advanced University or MBA preferred.
• 8+ years of direct, work-related experience.
• CCSM (Certified Customer Service Manager) - Level 4 or higher certification preferred.
• HPE GreenLake ATP certification preferred.
• Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.
• Considered a trusted advisor externally and a mentor of customer success management internally.
• Viewed as an expert in the given field by company and customer.
• Experience in project/program management preferred.
• Experience in cloud operating models.
• Comfortable supporting customers within the Eastern/Central Time Zones and able to accommodate Eastern Time Zone working hours. This role may require occasional domestic travel (~1015%) for customer onsite meetings, conferences, and trade shows

Knowledge & Skills

• A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.
• Stay current with industry developments to provide valuable insights to customers.
• Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs.
• Be able to communicate the value proposition effectively.
• Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives.
• Understand industry-specific regulations and challenges that may impact customers.
• Experience in customer success methodologies, frameworks, and best practices.
• Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Leadership skills, including experience in orchestrating the associated account team members for customer success.
• Effective collaboration with various departments, including sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.
• Awareness of industry-specific regulations, data privacy laws, and compliance requirements that may affect customer success activities, especially if your company operates in regulated sectors.
• Knowledge of HPE's GreenLake offering, 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.

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.