Customer Success Strategy Director

Hewlett Packard Enterprise; Houston (TX); On-site; USD 170,000 - 413,000; Full time

Benefits offered by this job

Health benefits

Career development programs

Inclusive culture

Job summary

Hewlett Packard Enterprise seeks a Director of Customer Success Strategy for Global Networking Services. The role defines a lifecycle-based strategy, blending digital experiences, data and human engagement to improve SaaS adoption, retention and growth.

You will partner across Services, Sales, Support, Product, Delivery, Renewals and Digital Experience to drive global outcomes. The position is onsite with a preference for working from an HPE office, with a focus on a scalable, matrixed

Qualifications

• Experience leading Customer Success or similar services strategy in SaaS or tech services.
• Experience developing global customer lifecycle strategies and cross-functional influence.
• Strong understanding of SaaS adoption, customer health, retention and expansion.
• Ability to blend digital engagement with human interaction and data insights.

Responsibilities

• Define the global Customer Success strategy and multiyear roadmap for Networking Services.
• Create a lifecycle framework covering onboarding, adoption, value realization, support, renewal, and expansion.
• Grow SaaS adoption through scalable digital and human engagement strategies.
• Differentiate customer experience based on services purchased and installed base.
• Ensure value is demonstrated and aligned with what was sold across the lifecycle.

Skills

Leadership experience

Customer Success

SaaS knowledge

Strategy development

Cross-functional collaboration

Data-driven decision making

Tools

CRM systems

CS platforms

Telemetry & analytics tools

AI familiarity

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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 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

Director, Customer Success Strategy – Global Networking Services

Role Overview

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.

Key Responsibilities

• 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.

Required 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.
• 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.

Preferred Qualifications

• 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.

Measures of Success

• 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.

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.

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.

#unitedstates

#executive, #networking

Job

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. Please click here: Equal Employment Opportunity.

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.