Customer Success Manager

Customer Success Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

   

Primary Job Responsibilities

Customer Adoption & Engagement

• Establish strong customer relationships and accelerate the active use of contracted HPE solutions so customers realize measurable business and technical outcomes.
• Lead onboarding, stakeholder mapping, success planning, and regular virtual engagement across the customer lifecycle.
• Define adoption objectives, milestones, and success measures aligned with customer priorities.
• Conduct adoption reviews, business reviews, workshops, and executive engagements to demonstrate progress and value.
• Identify adoption barriers, customer-health risks, and capability gaps; coordinate action plans with Support, Services, Sales, Product, and Partners.

Consumption & Upsell Growth

• Increase utilization of contracted capacity and translate sustained demand growth into qualified upsell opportunities for additional capacity, users, services, or higher billing tiers.
• Monitor telemetry, utilization, burn rate, workload growth, billing tiers, and capacity thresholds to identify consumption trends.
• Build consumption acceleration plans for underutilized environments and track progress against agreed targets.
• Forecast when current capacity or entitlement will be exhausted and identify the trigger point for expansion.
• Partner with Sales and solution teams to convert qualified capacity-growth signals into pipeline and support the customer value case.

Cross-Sell

• Expand the customer relationship into adjacent HPE solutions, workloads, or services that address unmet business needs beyond the current deployment.
• Use success plans, business reviews, telemetry, account insights, and customer priorities to identify adjacent solution opportunities.
• Facilitate workload-discovery sessions and map customer use cases to relevant HPE capabilities.
• Qualify and document opportunities with clear use cases, customer outcomes, dependencies, and next actions.
• Coordinate with Account Sales, GreenLake Specialists, Solution Architects and Partners to develop the solution, initiate proof-of-value activity, and progress qualified leads.

Tech Refresh

• Modernize aging, constrained, or end-of-support infrastructure to reduce operational risk, improve performance, and create a planned refresh or migration opportunity.
• Review asset age, lifecycle status, support coverage, performance, capacity, resiliency, and technology dependencies.
• Identify refresh candidates, customer risks, modernization priorities, and the business impact of delaying action.
• Develop a phased refresh roadmap aligned with budget cycles, workload priorities, architecture standards, and sustainability goals.
• Position appropriate HPE modernization options and validate migration, data-protection, operational-readiness, and implementation requirements.
• Partner with Sales, Specialists, Services, and Partners to qualify the refresh opportunity and maintain clear milestones through proposal and execution.

Renewal

• Protect recurring revenue by proving realized value, resolving risks early, and preparing the customer and account team for a timely renewal decision.
• Maintain renewal readiness throughout the lifecycle by tracking value realization, customer health, adoption, consumption, satisfaction, and open risks.
• Begin structured renewal planning well in advance of the contract end date, confirming stakeholders, decision criteria, procurement steps, and timeline.
• Create a value and outcome summary that connects achieved results and future priorities to the renewal recommendation.
• Partner with Sales and renewal teams to confirm scope, forecast status, expansion potential, approvals, and customer actions through closure.

Technical & Solution Guidance

·       Apply technical expertise to guide customers on workload adoption and production readiness through remote engagement channels.

·       Collaborate with Advisory Services, Professional Services, Partners, and account teams to accelerate customer outcomes.

·       Support customers in evaluating architecture considerations, workload migration strategies, resiliency requirements, and operational readiness.

·       Advocate for innovation and early adoption of cloud and hybrid cloud solutions.

Cross-Functional & Partner Collaboration

·       Collaborate with Sales, Product Management, Engineering, Support, Professional Services, and Partner Ecosystems to ensure customer success.

·       Coordinate with Global System Integrators (GSIs), System Integrators (SIs), Cloud Service Providers (CSPs), and other ecosystem partners to accelerate customer adoption and project execution.

·       Escalate and coordinate resolution of customer blockers, risks, and adoption challenges.

Voice of Customer & Continuous Improvement

·       Capture customer feedback and product adoption insights throughout the customer lifecycle.

·       Advocate customer needs and use cases with Product Management and Engineering teams.

·       Help identify capability gaps and improvement opportunities through a structured feedback process.

·       Share knowledge, mentor peers, and contribute to internal initiatives as a subject matter expert.

Required Skills & Qualifications

Experience

• Typically, 2–4 years of experience in Customer Success, Technical Account Management, customer support, service delivery, presales, professional services, or another customer-facing technology role.
• Practical experience supporting customers across onboarding, adoption, usage reviews, issue coordination, or value-realization activities.
• Exposure to cloud, hybrid cloud, infrastructure, SaaS, or as-a-Service environments, with the ability to learn the assigned solution portfolio.
• Experience using customer data, CRM or customer-success tools, dashboards, and standard reporting to track activities, risks, health, and follow-up actions.
• Comfort managing a defined portfolio of customers or workstreams with guidance, escalating complex commercial or technical matters when required.
• Experience working through remote and virtual engagement models is preferred.

Technical & Business Knowledge

• Working knowledge of cloud, hybrid cloud, enterprise infrastructure, SaaS, and as-a-Service concepts, including compute, storage, networking, virtualization, backup, and data protection.
• Basic familiarity with one or more public cloud platforms, such as Microsoft Azure, Amazon Web Services, or Google Cloud, and how they connect with enterprise data-centre environments.
• Ability to understand common customer workloads and use cases—including virtualization and containers, SAP, AI and analytics, VDI, backup and data protection, and high-performance computing—without requiring deep architectural expertise.
• Understands foundational concepts related to workload migration, availability, resiliency, security, capacity, consumption, support lifecycle, and operational readiness.
• Understands core customer-success and commercial concepts, including onboarding, adoption, value realization, business reviews, customer health, retention, renewal, and expansion.
• Can connect customer goals and operational challenges to relevant solution benefits and explain technical information in clear business language.
• Ability to develop and maintain basic success plans, adoption actions, risk logs, and customer outcome summaries using established templates and playbooks.
• Recognizes when specialist, sales, services, support, or partner expertise is required and coordinates the appropriate follow-up.

Customer Success Capabilities

·       Experience utilizing customer telemetry, health scores, adoption analytics, and usage insights to drive customer outcomes.

·       Ability to manage a portfolio of customers efficiently through scalable digital engagement strategies.

·       Strong virtual communication, presentation, and facilitation skills.

·       Ability to deliver customer success at scale through digital programs, automated campaigns, webinars, and virtual workshops.

Professional Skills

·       Strong analytical, problem-solving, and critical-thinking capabilities.

·       Ability to communicate effectively with all levels of the customer organization, including executives, business leaders, architects, developers, and IT administrators.

·       Proven ability to translate technical concepts into business value and actionable customer success plans.

• Strong collaboration skills with a "One Team" mindset and passion for customer success.

·       Ability to manage complex customer situations, cross-functional projects, and escalations.

·       Demonstrated business acumen with the ability to align technology adoption to business outcomes.

Education

• Bachelor's degree or equivalent experience in Computer Science, Engineering, Information Technology, or a related discipline preferred.

Language Requirements

• Fluent in English

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Sales

Job Level:

Intermediate

    

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.