Customer Success Strategy Director
Hewlett Packard Enterprise
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Résumé du poste
Hewlett Packard Enterprise Development LP seeks a strategic leader to define and drive the global Customer Success strategy for Networking Services. You will build a lifecycle framework blending digital experiences, data, automation, and human engagement to improve SaaS adoption and customer value realization.
The role partners across Services, Sales, Support, Product, Delivery, Renewals, and Digital Experience to deliver a consistent onboarding, adoption, and renewal experience across a global,
Qualifications
- Leadership experience in Customer Success, customer experience, SaaS, services strategy, or technology services.
- Experience developing global customer lifecycle or Customer Success strategies.
- Strong understanding of SaaS adoption, customer health, recurring revenue, retention, and expansion.
Responsabilités
- Define the global Customer Success strategy and multiyear roadmap for Networking Services.
- Establish a customer lifecycle framework spanning onboarding, adoption, value realization, support, renewal, expansion, and advocacy.
- Accelerate SaaS adoption and utilization through scalable digital and human engagement strategies.
- Differentiate the customer experience based on services purchased, services installed base, entitlements, lifecycle stage, and business criticality.
- Ensure the experience delivered aligns with what was sold and clearly demonstrates the value of premium services.
- Define digital Customer Success capabilities, including guided onboarding, proactive communications, customer health insights, and automated interventions.
Connaissances
Outils
Description du poste
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
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.
Director, Customer Success Strategy – Global Networking Services
We are seeking a strategic leader to define and drive the global Customer Success strategy for Networking Services. This role will establish a lifecycle-based approach that combines digital experiences, data, automation, and human engagement to improve SaaS adoption, customer value realization, retention, and growth. The strategy is not based on individual Customer Success roles or coverage models. It will define how the broader organization delivers a consistent and differentiated experience across onboarding, adoption, support, renewal, and expansion.
- Define the global Customer Success strategy and multiyear roadmap for Networking Services.
- Establish a customer lifecycle framework spanning onboarding, adoption, value realization, support, renewal, expansion, and advocacy.
- Accelerate SaaS adoption and utilization through scalable digital and human engagement strategies.
- Differentiate the customer experience based on services purchased, services installed base, entitlements, lifecycle stage, and business criticality.
- Ensure the experience delivered aligns with what was sold and clearly demonstrates the value of premium services.
- Define digital Customer Success capabilities, including guided onboarding, proactive communications, customer health insights, and automated interventions.
- Use telemetry, product usage, support history, sentiment, and services data to identify adoption risks and growth opportunities.
- Partner across Services, Sales, Support, Product, Delivery, Renewals, and Digital Experience to align customer outcomes and priorities.
- Establish success measures for adoption, value realization, customer health, retention, renewal, expansion, and advocacy.
- Lead governance and execution across a complex, global, matrixed organization.
- Leadership experience in Customer Success, customer experience, SaaS, services strategy, or technology services.
- Experience developing global customer lifecycle or Customer Success strategies.
- Strong understanding of SaaS adoption, customer health, recurring revenue, retention, and expansion.
- Experience integrating digital engagement, analytics, automation, and human interactions.
- Proven ability to lead cross-functional transformation and influence senior stakeholders.
- Strong strategic planning, executive communication, and data-driven decision-making skills.
- Experience in enterprise networking, cloud, infrastructure, cybersecurity, or technology services.
- Experience with services segmentation, support differentiation, entitlements, or installed-base strategies.
- Familiarity with CRM, Customer Success platforms, digital experience tools, telemetry, analytics, and AI.
- Increased SaaS adoption, utilization, and value realization.
- Improved differentiation and recognition of purchased services.
- Stronger alignment between customer entitlements and delivered experiences.
- Improved customer health, retention, renewal, expansion, and advocacy.
- A scalable global Customer Success strategy spanning digital and human engagement.
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
- 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.
Engineering Job Level: Director
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 170,000 - 412,500 in North Carolina & 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.
HPE is an EEV 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.
HPE is E-Verify employer.
Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law.
Equal Employment Opportunity is the Law. Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only).
Accessibility HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.
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