Customer Success Associate

Overview

Customer Success Associate role managing a portfolio of assigned enterprise clients for OpsRamp, an IT Operations Management (ITOM) platform, with a focus on adoption, renewals, expansion and advocacy.

What you'll do

• Take responsibility for your customer portfolio, customer satisfaction and success, retention and avoiding churn, securing renewals, and growth and scaling of customer programs.
• Be accountable for renewal and upsell/cross-sell customer quota.
• Create strategic account plans for your customer portfolio.
• Map stakeholders and identify opportunities for expansion outside the current program.
• Deliver and communicate ROI for clients throughout the customer lifecycle.
• Work alongside Customer Success Solution Architects (CSA) to maximize adoption and business value of the OpsRamp platform in customer environments.
• Travel to client sites, as needed.
• Create customer deliverables (QBR presentations, end-to-end demos, business process enhancements, strategy recommendations and updates) for audiences from senior executives to application end users.
• Build relationships with key stakeholders in the customer's organization and capture concerns from a commercial perspective.
• Coordinate and align workstreams across Shared Services, Education, Support and active engagements, keeping internal and external stakeholders updated on progress.
• Collaborate with cross-functional teams such as Billing, Product Management and Engineering to manage touchpoints and streamline communication.
• Own the business relationship for a portfolio of accounts, working with the account team to define and execute account strategies.
• Act as the voice of the customer, partnering with management, sales, marketing, technical and product teams to enhance the OpsRamp product and processes.
• Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online communities.
• Take on additional initiatives and responsibilities as they emerge, and help the company achieve its larger objectives.

What you'll need

• Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
• At least 8+ years of experience and proven success in one or more of: customer success (Enterprise SaaS), service delivery, pre-sales, solution architecture, consulting (Enterprise B2B SaaS preferred).
• Strong, strategic customer relationships built through exceptional communication, presentation and influencing skills.
• Technical expertise in IT Operations Management (ITOM) to drive business outcomes and value realization for customers.
• Drive customer retention, expansion and growth opportunities in conjunction with the Account Sales Manager; manage and grow relationships within enterprise and matrix organizations, aligning technical solutions with business goals.
• Help customers navigate business transformation and adopt innovative strategies for success.
• Drive NPS and customer satisfaction in your territory of assigned accounts.
• Demonstrate strong business acumen and a proactive approach to identifying growth opportunities.
• Balance technical problem-solving with a focus on business impact and results.
• Excel in time management, juggling multiple priorities and navigating ambiguous situations while delivering high-quality outcomes.
• Passion for technology, attention to detail, and the ability to adapt and learn on the go.
• Thrive in a collaborative team environment and foster a positive, growth-focused workplace culture.
• 8+ years of proven experience in Customer Success, Service Delivery, Pre-Sales, Solution Architecture or Consulting, ideally within B2B Enterprise SaaS, with a focus on account management, customer growth and achieving revenue targets.

Nice to have

• Strong technical knowledge of infrastructure domains, including Compute, Network, Storage and Cloud technologies, with understanding of infrastructure management and experience with intelligent automation platforms and tools.

Details

• Hybrid role: on average 2 days per week from an HPE office.
• Location: Bangalore, Karnataka, India.
• Travel to client sites as needed.
• Employment type not stated.