Senior Customer Success Manager

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

📋 Description

• Manage a designated set of strategic customer accounts.

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

• Facilitate customer onboarding and assist in establishing and achieving adoption success criteria.

• Advocate for customer needs, ensuring their objectives and outcomes are prioritized.

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

• Act as an escalation point, coordinating with technical support, product management, engineering, and other internal teams to resolve issues.

• Identify HPE offering capabilities and detect gaps in customer use cases through a closed-loop engagement process.

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

• Discover cross-sell opportunities and collaborate with Sales Specialists.

• Provide measurable business value through proactive engagement, strategic guidance, and exceptional customer service.

• Support customer onsite engagements and travel as required.

⛳️ Requirements

• A university or bachelor’s degree or a relevant combination of education and experience.

• Over 5 years of direct, work-related experience.

• Demonstrated experience in customer success management.

• Proven ability to manage large customer accounts.

• Experience in developing customer success plans.

• Track record of achieving customer success objectives.

• Expertise in Customer Success Management and trusted-advisor experience.

• Familiarity with cloud operating models.

• Capacity to support Eastern/Central Time Zones and adapt to Eastern Time Zone working hours.

• Willingness to travel domestically approximately 10–15% for customer onsite meetings, conferences, and trade shows.

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

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

• Understanding of customer-success financial metrics, including CLV and churn rates.

• Strong leadership and account-team orchestration skills.

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

• Understanding 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 programs.

• Flexible work arrangements to balance work and personal needs.

• Remote/teleworker options available.

• A global, inclusive work environment.