Customer Success Manager

About the company

Hewlett Packard Enterprise (HPE) is a global technology company focused on helping organisations move from edge to cloud. Its work centers on connecting, protecting, analysing, and acting on data and applications so customers can turn information into outcomes in a fast-changing environment. The company promotes an inclusive culture, values diverse backgrounds, and supports growth through flexibility and development opportunities.

Role overview

The Customer Success Manager is an important member of the account team and supports customers through their digital transformation and solution adoption journey. This role acts as a main point of contact for strategic accounts, works to understand business goals and priorities, and aligns HPE services to help customers achieve the outcomes they want.

The position is designed to be onsite, with an expectation of spending most working time at an HPE office. The role is also customer-facing and may require regular presence at customer premises.

What the role focuses on

The CSM helps customers get the best value from HPE solutions from onboarding through to adoption and ongoing usage. The job emphasizes customer engagement, service utilisation, value realisation, growth of existing accounts, and long-term loyalty. The role also carries responsibility for driving usage expansion, supporting upsell activity, and identifying new opportunities in partnership with sales specialists.

Responsibilities

• Own a portfolio of the organisation's most strategically important customer accounts.
• Build trusted, executive-level relationships across the customer organisation, including senior leadership and C-suite contacts.
• Guide customers through onboarding and help define the success criteria for adoption.
• Act as the customer's advocate by ensuring their goals, priorities, and expected outcomes are understood and acted on.
• Create and maintain Customer Success Plans that set out business goals, outcomes, and timelines for each assigned account.
• Serve as an escalation point for complex issues and coordinate with technical support, product management, engineering, and other internal teams to resolve them quickly.
• Advise customers on HPE as-a-service offerings and work with Advisory, Professional Services, and Managed Services teams to increase adoption and usage.
• Promote cloud innovation and early adoption of cloud technologies.
• Use a closed-loop approach to capture product capabilities, identify gaps against customer use cases, and feed insights back across the engagement lifecycle.
• Drive upsell activity and close expansion opportunities within assigned accounts.
• Spot cross-sell opportunities and partner with sales specialists to progress them.
• Mentor customer success architects and team members by providing guidance on complex customer situations and relationship management.

Requirements

• Proven background in Customer Success, Account Management, or Service Delivery, preferably in a Managed Services environment.
• Strong customer-first mindset with the ability to build trusted advisory relationships.
• Commercial awareness, including the ability to identify growth opportunities, support renewals, and balance customer value with operational and business goals.
• Sound understanding of managed service delivery, including governance, service management, customer lifecycle management, and continual improvement.
• Experience building and executing Customer Success Plans that align delivery with customer objectives.
• Ability to measure and explain service performance using KPIs, SLAs, success metrics, and business outcomes.
• Experience coordinating across functions to ensure commitments, deliverables, and projects are completed successfully.
• Strong stakeholder management, communication, and influencing skills across operational and executive audiences.
• Good analytical and problem-solving ability, with the skill to use customer data and performance trends to identify risk and improvement opportunities.
• Organised, proactive, and capable of managing several customer portfolios while keeping service standards high.
• Experience managing retention risks and helping customers continue to realise value from products and services.
• University degree or bachelor’s degree, or an equivalent mix of education and experience; advanced university study or an MBA is preferred.
• Preferred certifications include CCSM Level 5, HPE GreenLake ATP and ASE, cloud foundation certification or above, ITIL v4 Foundation or higher, and Agile and/or DevOps certification.
• Typically 8–10 years of directly related work experience.

Knowledge and skills

• Strong understanding of the technology sector, including trends, competition, and market dynamics.
• Working knowledge of HPE products and services and how they solve customer needs.
• Awareness of product roadmaps and future developments.
• Understanding of customer industries, market segments, pain points, and regulatory needs.
• Deep familiarity with customer success frameworks, methods, and best practices.
• Ability to work with financial measures such as customer lifetime value, churn, and revenue impact.
• Strategic thinking and the ability to design long-term success plans.
• Leadership capability to guide and motivate teams and cross-functional partners.
• Skill in engaging and influencing senior executives and other key stakeholders.
• Collaboration skills for working effectively with sales, product, support, and marketing teams.

What HPE offers

HPE says it supports employee wellbeing through benefits that address physical, financial, and emotional needs. It also invests in professional development and provides programs that help employees grow into expert roles or move across functions. The company highlights an inclusive workplace where individual uniqueness is valued.

Equal opportunity and recruitment notice

HPE states that it is an equal employment opportunity employer and does not discriminate on the basis of race, gender, or other protected characteristics. It also notes compliance with applicable laws related to arrest and conviction records. The company warns applicants about recruitment fraud and says it never charges fees for hiring, nor requests sensitive personal information through unofficial channels. Genuine opportunities are shared only through official company channels.