Take ownership of a select group of strategic customer accounts.
Cultivates strong, senior-level relationships within the customer’s organization, including engagement with key stakeholders.
Successfully onboard customers and help them define and achieve their adoption success criteria.
Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.
Serves as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.
Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

A university or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.
5+ years of direct, work-related experience.
CCSM (Certified Customer Service Manager)
Level 4 or higher certification preferred.
HPE GreenLake ATP certification preferred.
Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.
Considered a trusted advisor externally and a mentor of customer success management internally.
Viewed as an expert in the given field by company and customer.
Experience in project/program management preferred.
Experience in cloud operating models.
Comfortable supporting customers within the Eastern Time Zone and able to accommodate Eastern Time Zone working hours.

Senior Customer Success Manager

Key skills