Customer Success Manager

Customer Success Manager The Customer Success Manager (CSM) is the trusted partner driving client adoption of HPE solutions throughout the digital‑transformation journey. The CSM serves as the primary point of contact for a selected portfolio of high‑value accounts, aligning service adoption with customer business objectives and ensuring measurable value and growth. Key Responsibilities Own and grow a select group of strategic customer accounts, cultivating executive‑level relationships and engaging C‑suite stakeholders. Lead onboarding, define success criteria, and develop a Customer Success Plan with clear goals, milestones, and timelines. Act as advocate for the customer, prioritizing their needs and ensuring alignment across HPE teams. Escalate and coordinate resolution of complex issues, working with technical, product, and engineering groups. Drive adoption of HPE as‑a‑service offerings, partnering with Advisory, Professional Services, and Managed Services to accelerate utilization. Identify opportunities for upsell, cross‑sell, and expansion, collaborating with Sales Specialists to close new revenue. Provide strategic guidance and mentorship to customer‑success engineers and teams. Monitor customer performance, analyze KPIs, report outcomes, and proactively manage risks to retain satisfaction. Key Requirements Customer‑centric approach with proven relationship‑building and strategic advisory skills. Commercial acumen to identify growth opportunities, support renewals, and balance value and cost objectives. Experience in Customer Success, Account Management, or Service Delivery within a Managed Services context. Knowledge of governance, service management, and continual improvement in managed services. Capability to design, execute, and communicate Customer Success Plans and performance metrics. Strong cross‑functional coordination, stakeholder management, and influencing skills at all levels. Analytical problem‑solving using data to uncover risks and propelling initiatives. Self‑propelled, organised, and outcomes‑focused, managing multiple accounts while maintaining high service levels. Track record of driving retention strategies and ensuring ongoing value realization. Education and Experience University or bachelor’s degree (advanced degree or MBA preferred). 8–10 years of directly related experience, including strategic account management and customer success. Preferred certifications: CCSM (Level5), HPE GreenLake ATP/ASE, cloud foundation (AWS, Azure, Google), ITILv4 Foundation. Agile/DevOps and other relevant certifications are a plus. Knowledge & Skills Comprehensive understanding of technology trends, competitive landscape, and customer‑industry dynamics. Deep knowledge of HPE products, services, and future roadmap. Proficiency in customer success frameworks, financial metrics (CLV, churn, revenue impact). Strategic thinking and vision to align success plans with business objectives. Leadership to inspire and develop cross‑functional success teams. Additional Skills Accountability, active learning, coaching, complex sales, design thinking, empathy, financial acumen, growth mindset, industry knowledge, intellectual curiosity, long‑term planning, managing ambiguity. Benefits Health, wellbeing and financial support for employees and loved ones; career development programs; inclusive environment that values diverse backgrounds; flexible work arrangements. EEO Statement Hewlett Packard Enterprise is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category. All decisions are made on merit and business need. HPE will comply with all applicable laws related to employer use of arrest and conviction records. Recruitment Fraud Alert Hewlett Packard Enterprise, its subsidiaries and authorized recruitment agencies will never charge a fee, request sensitive financial or personal information, or request payment for employment opportunities. Please verify all communication through official HPE channels. #J-18808-Ljbffr