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.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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, custome