This role is for a Customer Success Manager who will primarily work from an HPE office. You will build strong customer relationships, drive the adoption of HPE solutions, and identify opportunities for growth and modernization. The position involves guiding customers through the lifecycle of their HPE solutions, ensuring they achieve measurable business and technical outcomes.
Responsibilities
Establish strong customer relationships and accelerate the active use of contracted HPE solutions
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
Increase utilization of contracted capacity and translate sustained demand growth into qualified upsell opportunities
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
Expand the customer relationship into adjacent HPE solutions, workloads, or services
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
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
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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
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
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
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
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
Requirements
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
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
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
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
Bachelor's degree or equivalent experience in Computer Science, Engineering, Information Technology, or a related discipline preferred
Fluent in English
Nice to have:
Experience working through remote and virtual engagement models
Benefits
Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
Investment in career development with specific programs to help reach career goals
Flexibility to manage work and personal needs
About the Company
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. They help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, turning insights into outcomes.
