Global Customer Success Strategy Leader

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

Job summary

Hewlett Packard Enterprise is seeking a Director of Customer Success Strategy to define and drive the global CS strategy for Networking Services. The role combines digital experiences, data, automation, and human engagement to improve SaaS adoption and customer value realization.

It requires leading a lifecycle framework across onboarding, adoption, support, renewal, and expansion, with cross-functional collaboration and governance across a complex global organization.

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

CS strategy

SaaS adoption

Digital engagement

Cross-functional leadership

Executive communication

Data-driven decisions

Tools

CRM

Analytics tools

AI capabilities

Job description

Hewlett Packard Enterprise is seeking a Director of Customer Success Strategy to define and drive the global CS strategy for Networking Services. The role combines digital experiences, data, automation, and human engagement to improve SaaS adoption and customer value realization.

It requires leading a lifecycle framework across onboarding, adoption, support, renewal, and expansion, with cross-functional collaboration and governance across a complex global organization.