Senior Customer Success Manager

This is a fully remote position, open to applicants in United States, +10 more locations.

📋 Description

• Manage a designated group of strategic customer accounts

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

• Facilitate customer onboarding while helping to define and achieve success criteria for adoption

• Serve as the primary advocate for customers

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

• Address customer concerns and coordinate resolutions with technical support, product management, and engineering teams

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

• Lead upsell initiatives and finalize expansion opportunities

• Recognize cross-sell opportunities and collaborate with Sales Specialists

• Assist with customer onsite meetings, conferences, and trade shows as required

⛳️ Requirements

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

• Over 5 years of relevant experience in a direct work environment

• Demonstrated experience in customer success management, overseeing large customer accounts, formulating customer success plans, and achieving related objectives

• Trusted external advisor and internal mentor

• Expert-level knowledge in the relevant field

• Familiarity with cloud operating models

• Comfortable assisting customers in Eastern and Central Time Zones and able to work during Eastern Time Zone hours

• Willing to undertake occasional domestic travel (~10–15%)

• In-depth understanding of the technology industry, cloud computing, market trends, emerging technologies, and the competitive landscape

• Knowledge of customer success methodologies, frameworks, and best practices

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

• Familiarity with HPE GreenLake, Advisory and Professional Services, and Managed Services

• Comprehension of public cloud architecture and operational principles

• Knowledge of ITIL/ITSM

• Familiarity with Agile and DevOps concepts and methodologies

🏝️ Benefits

• Comprehensive benefits that support physical, financial, and emotional wellbeing

• Opportunities for personal and professional development

• Flexible management of work and personal needs

• Options for remote/teleworker arrangements

• Inclusive global work environment