Customer Success Strategy Director
This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE office.
Job Description:Director, Customer Success Strategy - Global Networking ServicesRole OverviewWe are seeking a strategic leader to define and drive the global Customer Success strategy for Networking Services.
This role will establish a lifecycle-based approach that combines digital experiences, data, automation, and human engagement to improve SaaS adoption, customer value realization, retention, and growth.
The strategy is not based on individual Customer Success roles or coverage models. It will define how the broader organization delivers a consistent and differentiated experience across onboarding, adoption, support, renewal, and expansion.
Key Responsibilities- Define the global Customer Success strategy and multiyear roadmap for Networking Services.
- Establish a customer lifecycle framework spanning onboarding, adoption, value realization, support, renewal, expansion, and advocacy.
- Accelerate SaaS adoption and utilization through scalable digital and human engagement strategies.
- Differentiate the customer experience based on services purchased, services installed base, entitlements, lifecycle stage, and business criticality.
- Ensure the experience delivered aligns with what was sold and clearly demonstrates the value of premium services.
- Define digital Customer Success capabilities, including guided onboarding, proactive communications, customer health insights, and automated interventions.
- Use telemetry, product usage, support history, sentiment, and services data to identify adoption risks and growth opportunities.
- Partner across Services, Sales, Support, Product, Delivery, Renewals, and Digital Experience to align customer outcomes and priorities.
- Establish success measures for adoption, value realization, customer health, retention, renewal, expansion, and advocacy.
- Lead governance and execution across a complex, global, matrixed organization.
Required Qualifications- Leadership experience in Customer Success, customer experience, SaaS, services strategy, or technology services.
- Experience developing global customer lifecycle or Customer Success strategies.
- Strong understanding of SaaS adoption, customer health, recurring revenue, retention, and expansion.
- Experience integrating digital engagement, analytics, automation, and human interactions.
- Proven ability to lead cross-functional transformation and influence senior stakeholders.
- Strong strategic planning, executive communication, and data-driven decision-making skills.
Preferred Qualifications- Experience in enterprise networking, cloud, infrastructure, cybersecurity, or technology services.
- Experience with services segmentation, support differentiation, entitlements, or installed-base strategies.
- Familiarity with CRM, Customer Success platforms, digital experience tools, telemetry, analytics, and AI.
Measures of Success- Increased SaaS adoption, utilization, and value realization.
- Improved differentiation and recognition of purchased services.
- Stronger alignment between customer entitlements and delivered experiences.
- Improved customer health, retention, renewal, expansion, and advocacy.
- A scalable global Customer Success strategy spanning digital and human engagement.
AccessibilityHPE 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.
What We Can Offer You:Health & WellbeingWe 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 DevelopmentWe 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 InclusionWe 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:Engineering
Job Level:Director
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Annual Salary USD 170,000 - 412,500 in North Carolina & Texas
The listed salary range reflects base salary. Variable incentives may also be offered."
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
