Global Customer Success Strategy Architect

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

Job summary

Hewlett Packard Enterprise seeks a strategic Director of Customer Success Strategy to define and drive the global CS program for Networking Services. You will establish a lifecycle framework spanning onboarding, adoption, value realization, and renewal, while leading a cross-functional team across services, sales, and product to deliver consistent, differentiated customer experiences.

The role emphasizes scaling digital and human engagement, leveraging telemetry and usage data to reduce adoption

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.

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.

Skills

Leadership

Customer Success

SaaS strategy

Cross-functional collaboration

Executive communication

Job description

Hewlett Packard Enterprise seeks a strategic Director of Customer Success Strategy to define and drive the global CS program for Networking Services. You will establish a lifecycle framework spanning onboarding, adoption, value realization, and renewal, while leading a cross-functional team across services, sales, and product to deliver consistent, differentiated customer experiences.

The role emphasizes scaling digital and human engagement, leveraging telemetry and usage data to reduce adoption