Digital Customer Success Manager

Digital Customer Success Manager

  

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

   

Global Sales at HPE is about building the future. We are redefining what’s next and combining our legacy of innovation with a bold new goal to accelerate everything we do. Our sales organization is comprised of 10,000+ professionals in sales, presales, service, and support functions. Together with our partners, we deliver global, commercial, public sector & small/medium business customers throughout 11 geographies. We’re transforming businesses. Join us redefine what’s next for you

The Customer Success Manager (CSM) is responsible for driving customer adoption, consumption, value realization, and growth of HPE's as-a-Service (aaS) offerings through a primarily remote engagement model. Leveraging digital tools, customer insights, telemetry, and scalable success programs, the CSM acts as a trusted advisor to customers, helping them accelerate adoption, achieve customers business outcomes, and maximize the value of their HPE investments.

The CSM proactively manages customer relationships through virtual engagements, success planning, digital campaigns, business reviews, and data-driven recommendations while partnering closely with Sales, Professional Services, Advisory Services, Support, Product, and Partner teams to drive customer success.

What you’ll do:

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.

What you need to bring

Education and Experience:

• University or Bachelor’s Degree preferred, or equivalent experience. Engineering or technology education, advanced degree or MBA desired.
• Typically 4-6+ years account management experience.
• Experience in IT industry preferred. Experience working within an IT department and/or working within customers is a plus.
• Experience in vertical industry preferred.
• Experience in different sales roles is a plus.

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.

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Job:

Sales

Job Level:

Specialist

    

    

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.

   

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