Remote Senior Customer Success Leader

Socket.dev; United States; On-site; USD 151,000 - 293,000; Full time

Job summary

Hewlett Packard Enterprise in the United States is seeking a Senior Customer Success Manager to drive adoption and value across our as-a-service offerings. This remote role requires strategic, customer-facing leadership and the ability to manage executive relationships.

The CSM will partner with Sales and cross-functional teams to accelerate solution consumption, support upsell and cross-sell motions, and ensure measurable business outcomes.

Qualifications

• University or bachelor’s degree or equivalent combination of education and experience.
• 5+ years of direct, work-related experience.
• CCSM (Certified Customer Service Manager) - Level 4 or higher certification preferred.
• HPE GreenLake ATP certification preferred.
• Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.
• Considered a trusted advisor externally and a mentor of customer success management internally.
• Viewed as an expert in the given field by company and customer.
• Experience in project/program management preferred.
• Experience in cloud operating models.
• Comfortable supporting customers within the Eastern/Central Time Zones and able to accommodate Eastern Time Zone working hours. This role may require occasional domestic travel (~10–15%) for customer onsite meetings, conferences, and trade shows

Responsibilities

• Take ownership of a select group of strategic customer accounts.
• Cultivates strong, senior-level relationships within the customer’s organization, including engagement with key stakeholders.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.
• Serves as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
• Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.
• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

Skills

Cloud computing

ITIL/ITSM

Agile/DevOps

Stakeholder management

Cross-functional collaboration

Customer success methodologies

Data privacy & compliance

Leadership

Financial metrics (CLV, churn)

Product & service knowledge

Education

Bachelor's degree or equivalent

MBA preferred

5+ years direct experience

CCSM Level 4 or higher

HPE GreenLake ATP certification

Job description

Hewlett Packard Enterprise in the United States is seeking a Senior Customer Success Manager to drive adoption and value across our as-a-service offerings. This remote role requires strategic, customer-facing leadership and the ability to manage executive relationships.

The CSM will partner with Sales and cross-functional teams to accelerate solution consumption, support upsell and cross-sell motions, and ensure measurable business outcomes.