Senior Customer Success Manager

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

📋 Description

• Manage a designated portfolio of strategic customer accounts.

• Build and nurture relationships with senior-level customers and engage key stakeholders.

• Facilitate customer onboarding and assist in defining and achieving criteria for successful adoption.

• Advocate for the priorities, objectives, and desired outcomes of customers.

• Create and sustain Customer Success Plans that outline goals, outcomes, and timelines.

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

• Document HPE offering capabilities and identify gaps in relation to customer use cases through a closed-loop engagement process.

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

• Recognize cross-sell prospects and collaborate with Sales Specialists.

• Assist customers during their digital transformation journey and promote adoption of HPE’s as-a-service portfolio.

• Deliver quantifiable business value through proactive engagement, strategic advice, and exceptional customer service.

• Occasionally travel for customer onsite meetings, conferences, and trade shows.

⛳️ Requirements

• A university degree or bachelor's degree, or an equivalent combination of education and experience.

• Over 8 years of relevant, direct work experience.

• Demonstrated experience in customer success management, handling large customer accounts, crafting customer success plans, and reaching customer success targets.

• Experience acting as an external trusted advisor and an internal mentor in customer success management.

• Expert-level knowledge in the relevant field, acknowledged by both the company and customers.

• Familiarity with cloud operating models.

• Ability to support customers in Eastern/Central Time Zones and adjust to Eastern Time Zone working hours.

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

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

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

• Insight into customer personas, industries, market segments, their challenges, and objectives.

• Understanding of customer success methodologies, frameworks, and best practices.

• Familiarity with customer success financial metrics, such as CLV and churn rates.

• Leadership abilities and skills in account-team orchestration.

• Experience in cross-functional collaboration with sales, product development, technical support, and marketing.

• 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.

• Familiarity with ITIL/ITSM.

• Understanding of Agile and DevOps concepts and methodologies.

• CCSM Level 4 or higher certification is preferred.

• HPE GreenLake ATP certification is preferred.

• Experience in project or program management is preferred.

• An advanced university degree or MBA is preferred.

🏝️ Benefits

• A comprehensive range of health and wellbeing benefits that support physical, financial, and emotional health.

• Opportunities for personal and professional development.

• Career advancement prospects, including the potential to become a knowledge expert or transition to another division.

• Flexible arrangements to manage work and personal needs.

• Options for remote or telecommuting work.

• A global, inclusive work environment.

• Opportunities to engage in customer onsite meetings, conferences, and trade shows.