Global Director, Customer Success Strategy

Hobbsnews; Houston (TX); On-site; USD 170,000 - 413,000; Full time

Job summary

Hewlett Packard Enterprise seeks a strategic Director to define and drive the global Customer Success strategy for Networking Services, shaping a lifecycle-based approach across onboarding, adoption, renewal, expansion, and advocacy.

You will lead cross‑functional transformation, partner with Services, Sales, Support, Product and Delivery to align outcomes, implement digital and human engagement, and establish measures for adoption, value realization, and customer health.

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 experience

Global lifecycle strategy

SaaS adoption

Analytics and data-driven

Cross-functional leadership

Executive communication

Job description

Hewlett Packard Enterprise seeks a strategic Director to define and drive the global Customer Success strategy for Networking Services, shaping a lifecycle-based approach across onboarding, adoption, renewal, expansion, and advocacy.

You will lead cross‑functional transformation, partner with Services, Sales, Support, Product and Delivery to align outcomes, implement digital and human engagement, and establish measures for adoption, value realization, and customer health.