Senior Customer Success Manager

Hewlett Packard Enterprise Development LP; Kentucky; Remote; USD 133,000 - 312,000; Full time

Benefits offered by this job

Health & Wellbeing

Personal & Professional Development

Unconditional Inclusion

Let's Stay Connected: HPE culture

Job summary

Hewlett Packard Enterprise Development LP is seeking a Senior Customer Success Manager to work primarily from home, serving as a trusted advisor to a group of strategic accounts. You will collaborate with Sales Specialists and cross-functional teams to drive onboarding, adoption, and ongoing engagement across HPE’s as-a-service portfolio.

The role requires at least 5+ years in customer success, a proven track record in managing large accounts, and experience in cloud operating models.

Qualifications

• 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.
• Experience in cloud operating models.
• Comfortable supporting customers within the Eastern/Central Time Zones and able to accommodate Eastern Time Zone working hours.

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 goals and timelines.
• Serves as a point of escalation for customer issues and coordinates with internal teams for resolution.
• 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

Customer success management

Account management

Project management

Strategic account planning

Customer relationship building

Sales collaboration

Education

Bachelor’s degree or equivalent

MBA preferred

Tools

CCSM Certification

HPE GreenLake ATP certification

Job description

About the Company

Senior Customer Success Manager This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. 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

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for helping clients maximize the value of their HPE solutions and supporting them throughout their digital transformation journey. Serving as a trusted advisor and key member of the account team, the CSM works closely with customers to understand their business goals, operational priorities, and desired outcomes while driving successful onboarding, adoption, and ongoing engagement across HPE’s as-a-service portfolio. In this role, the CSM partners closely with Sales Specialists and cross-functional teams to strengthen customer relationships, accelerate solution consumption, and identify opportunities for account growth and expansion. The CSM is responsible for driving customer adoption, supporting upsell and cross-sell motions within assigned accounts, and delivering measurable business value through proactive engagement, strategic guidance, and a high level of customer service. This role carries a quota and may require occasional onsite customer engagement and travel.

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.

Qualifications & Experience

A university or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.

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.

Knowledge & Skills

A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.

Stay current with industry developments to provide valuable insights to customers.

Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs.

Be able to communicate the value proposition effectively.

Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives.

Understand industry-specific regulations and challenges that may impact customers.

Experience in customer success methodologies, frameworks, and best practices.

Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.

Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.

Leadership skills, including experience in orchestrating the associated account team members for customer success.

Effective collaboration with various departments, including sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.

Awareness of industry-specific regulations, data privacy laws, and compliance requirements that may affect customer success activities, especially if your company operates in regulated sectors.

Knowledge of HPE’s GreenLake offering, Advisory and Professional services and Managed Services Understanding of Public Cloud Architecture and Operations principles Understanding of ITIL/ITSM Understanding of Agile and DevOps concepts and methods.

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. #canada, #unitedstates #greenlakecloudplatform, #hybridcloud, #sales

Salary and Compensation

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 151,000 - 293,000 in Massachusetts // 151,000 - 312,000 in New York // 132,500 - 312,000 in Florida & Georgia & Illinois & Minnesota & Pennsylvania & Tennessee & Texas & Virginia

Canada: Annual Salary CAD 123,500 - 228,500 // 151,000 - 201,000 in Ontario

This range reflects the minimum to maximum combined base and target-level sales compensation that would be paid if the hire performs at 100% of their sales plan. Of that on-target pay amount, the mix of base salary and target-level sales compensation is 80%/20%.

L’échelle salariale prévue pour un nouvel embauché basé au Canada occupant ce poste est indiquée ci-desus. L’offre peut varier dans cette échelle en fonction de l’emplacement géographique, de l’expérience professionnelle, de et/ou du niveau des compétences. S'il s'agit d'un rôle de vente, l'échelle salariale indiquée reflète le salaire de base combiné à la rémunération des ventes ciblées. S'il s'agit d'un rôle non commercial, l'échelle salariale indiquée reflète uniquement le salaire de base. Des incitations variables peuvent également être proposées.

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Information about employee benefits offered in Canada can be found at https://myhperewards.com/pdf/hpe-recruit-brochure-can.pdf

Des informations sur les avantages sociaux offerts sont disponibles sur https://myhperewards.com/pdf/hpe-recruit-brochure-can-fr.pdf

Equal Employment Opportunity

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.

Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only) HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information

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. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.