Senior Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Manage a designated set of strategic customer accounts.

• Build and nurture strong relationships with senior stakeholders at customer organizations.

• Guide customers through onboarding and assist in defining and reaching success criteria for adoption.

• Champion customer needs, priorities, and desired outcomes.

• Create and uphold Customer Success Plans that outline objectives, results, and timelines.

• Act as a point of escalation for customer-related issues and liaise with technical support, product management, and engineering teams.

• Gather insights on HPE offerings and identify gaps in relation to customer use cases through a thorough engagement process.

• Drive upselling initiatives and secure expansion opportunities within assigned accounts.

• Spot cross-selling prospects and work in conjunction with Sales Specialists.

• Provide support to customers in Eastern and Central Time Zones, ensuring alignment with Eastern Time Zone working hours.

• Occasionally visit customers on-site and travel domestically for meetings, conferences, and trade shows.

⛳️ Requirements

• Bachelor's degree or equivalent combination of education and experience.

• Over 8 years of relevant work experience.

• Demonstrated success in customer success management.

• Experience in managing large customer accounts.

• Skilled in creating customer success plans and meeting customer success goals.

• Experience as a trusted advisor externally and as a mentor internally.

• Expert knowledge in the pertinent field.

• Experience in project or program management is preferred.

• Familiarity with cloud operating models.

• Comfortable assisting customers in Eastern and Central Time Zones and accommodating Eastern Time Zone work hours.

• Willingness to travel domestically approximately 10–15% of the time.

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

• Extensive knowledge of company products and services, with the ability to articulate their value proposition.

• Familiar with customer personas, industries, market segments, customer challenges, and objectives.

• Knowledgeable in customer success methodologies, frameworks, and best practices.

• Understanding of customer success financial metrics, such as CLV and churn rates.

• Strong skills in account-team orchestration and cross-functional collaboration.

• Awareness of industry regulations, data privacy laws, and compliance requirements.

• Knowledge of HPE GreenLake, Advisory and Professional Services, and Managed Services.

• Understanding of public cloud architecture and operational principles.

• Familiar with ITIL/ITSM.

• Knowledge of Agile and DevOps concepts and methodologies.

• CCSM Level 4 or higher certification is preferred.

• HPE GreenLake ATP certification is also preferred.

• An advanced university degree or MBA is preferred.

🏝️ Benefits

• Primarily remote work.

• Comprehensive health and wellbeing benefits that support physical, financial, and emotional wellness.

• Opportunities for personal and professional development.

• Career advancement opportunities and the ability to apply skills in other divisions.

• An inclusive workplace culture.

• A global team environment.

• Equal employment opportunities and accessibility accommodations.