Senior Customer Success Manager

Hewlett Packard Enterprise•All, Pennsylvania, United States of America, NC

22h•Remote

About The Position

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.

Requirements

A university or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.
5+ 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.
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 cloud operating models.
Comfortable supporting customers within the Eastern Time Zone and able to accommodate Eastern Time Zone working hours.
A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.
Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs.
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.
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.
Understanding of Public Cloud Architecture and Operations principles
Understanding of ITIL/ITSM
Understanding of Agile and DevOps concepts and methods.

Nice To Haves

CCSM (Certified Customer Service Manager) - Level 4 or higher certification preferred.
HPE GreenLake ATP certification preferred.
Experience in project/program management preferred.
Stay current with industry developments to provide valuable insights to customers.
Be able to communicate the value proposition effectively.
Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
Knowledge of HPE's GreenLake offering, Advisory and Professional services and Managed Services

Responsibilities

Take ownership of a select group of strategic customer accounts.
Cultivates 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.
Acts 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.
Serves 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.
Drives 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.