Customer Success Business Operations Manager

Hewlett Packard Enterprise; Tlaquepaque; Híbrido; MXN 700.000 - 1.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Career development programs

Inclusive culture

Descripción de la vacante

Hewlett Packard Enterprise is seeking a Customer Success Business Operations Manager to lead KPI development, reporting, and analytics across geographies. You will collaborate with Finance, Data Reporting, and Strategy to implement a metrics roadmap and drive data-driven decision making.

The role requires 6+ years in Customer Success or operations, with strong analytical and leadership capabilities. Hybrid work is offered with in-office collaboration.

Formación

• Bachelor's or Master's degree in a related field.
• Certifications or formal training in CS/Operations preferred.

Responsabilidades

• Define and manage CS KPIs and reporting for Geo leadership.
• Support interlock processes and deployment modeling.
• Develop analytics reports and dashboards to drive decisions.

Conocimientos

KPI tracking

Data analysis

Cross-functional

Leadership

Project management

Educación

Bachelor's or Master's degree

Herramientas

Power BI

Salesforce

Certinia

Descripción del empleo

Customer Success Business Operations Manager

This role has been designed as ‘Hybrid’ with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are:

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 onfinding 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 Business Operations Manager defines, manages, and evaluates Customer Success operational strategies to ensure execution against established objectives. This role leads cross-functional efforts to identify, track, and report Customer Success Key Performance Indicators (CS KPIs), providing actionable insights into Geo progress in CS methodology adoption and business execution. The manager supports the Geo interlock process, facilitates annual deployment modeling, and contributes to go-to-market planning for account coverage. The position ensures that all business activities align with standardized CS KPI reporting, driving performance improvements and actionable plans for Geo leadership. The role collaborates extensively with Geos, Finance, Data Reporting, and Strategy teams to implement a metrics roadmap and dashboard reporting for Geo CS leader effectiveness.

Applies advanced subject matter expertise to resolve complex business challenges within Customer Success. Regularly contributes innovative approaches and methods for KPI management and operational improvement. Works independently and as a leader on multifaceted projects, requiring robust evaluation of data and business scenarios. Provides direction and guidance for process enhancements and policy development, representing Customer Success Operations in cross-functional initiatives and external engagements. Exercises independent judgment to determine optimal strategies for achieving objectives.

Responsibilities

• Lead the identification, definition, and management of Customer Success KPIs, ensuring alignment with strategic objectives and Geo requirements.
• Support CS Practice Readiness Lead in developing, implementing, and maintaining standardized reporting frameworks that provide insights into Geo progress on CS methodology adoption and business execution.
• Support the Geo interlock process by coordinating cross-functional activities and facilitating clear communication between Geos, Finance, and Data Reporting teams.
• Handle ad hoc requests related to annual customer success deployment modeling and go-to-market planning for account coverage.
• Prepare comprehensive intelligence reports with actionable recommendations for Geo leaders, including performance gap analysis and improvement plans.
• Collaborate with WW CS strategy and planning lead to design and implement a metrics roadmap and dashboard reporting for Geo CS leader effectiveness.
• Contribute to priority projects by developing creative insights and supporting the execution of standardized CS KPI reporting into Geos.
• Identify and implement advanced analytical tools, models, and technologies—such as Power BI, Salesforce, and Certinia—to enhance reporting and operational effectiveness.
• Lead cross-functional teams and provide guidance to ensure successful delivery of Customer Success operational initiatives.

Education and Experience Required

• Bachelor’s or Master’s degree in Business Administration, Customer Success, Operations Management, or a related field.
• Typically, 6+ years of experience in Customer Success, business operations, analytics, or related functional area.
• Certifications or formal training in Customer Success (e.g., Customer Success Manager Certification, SuccessHACKER, Gainsight, or equivalent) are highly preferred.

Knowledge and Skills

• Demonstrates strong attention to detail in KPI tracking, data validation, and reporting accuracy. Ensures consistent use of definitions, and reliable interpretation of Customer Success operational metrics, enabling high‑quality insights and effective decision‑making across geos and cross‑functional teams.
• Advanced analytical thinking, technical analysis, and data manipulation skills, including proficiency in Power BI, Salesforce, Certinia, or similar platforms.
• Strong business acumen and a deep understanding of Customer Success operations, methodologies, and industry best practices.
• Excellent verbal and written communication skills, with the ability to prepare and present clear, actionable reports to senior leadership.
• Outstanding project management skills, including experience leading large, cross-functional initiatives and managing complex projects.
• Ability to build relationships, consult, and collaborate with Geos, Finance, Data Reporting, and Strategy teams.
• Ability to package insights into clear, actionable reporting for senior leaders and Geo teams.
• Ability to identify trends and provide strategic recommendations based on market and organizational data.
• Developed leadership skills in team-building, conflict resolution, and peer to peer mentoring.

Success Measures

• Consistent delivery of standardized CS KPI reporting into Geos, enabling clear visibility of performance and progress.
• Development and execution of action plans and improvement initiatives to achieve performance targets.
• Effective collaboration with cross-functional teams to drive operational excellence and business outcomes in Customer Success.
• Successful implementation of dashboard reporting and metrics roadmap for Geo CS leader effectiveness.

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.

Let’s Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#mexico, #romania, #unitedkingdom, #unitedstates

#operations

Job:

Business Planning

Job Level:

Expert

“The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 92,600 - 213,500 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered.”

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.