Customer Success Manager

Overview

Customer Success Manager role at Hewlett Packard Enterprise focused on driving customer adoption, consumption growth, cross-sell, tech refresh and renewals for contracted HPE solutions.

What you'll do

• Establish strong customer relationships and accelerate 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.
• 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 that address unmet business needs.
• Facilitate workload-discovery sessions and map customer use cases to relevant HPE capabilities.
• Qualify and document cross-sell opportunities with clear use cases, customer outcomes, dependencies, and next actions.
• Coordinate with Account Sales, GreenLake Specialists, Solution Architects and Partners to develop solutions, initiate proof-of-value activity, and progress qualified leads.
• Review asset age, lifecycle status, support coverage, performance, capacity, resiliency, and technology dependencies to identify refresh candidates and risks.
• 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 milestones through proposal and execution.
• Track value realization, customer health, adoption, consumption, satisfaction, and open risks to maintain renewal readiness.
• 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 GSIs, SIs, CSPs, and other ecosystem partners to accelerate 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 and advocate customer needs with Product Management and Engineering.
• 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'll need

• 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.
• 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.
• Fluent in English.

Nice to have

• Experience working through remote and virtual engagement models.
• Bachelor's degree or equivalent experience in Computer Science, Engineering, Information Technology, or a related discipline.

Details

• Location: Chennai, Tamil Nadu, India.
• Work mode: Onsite, with an expectation to primarily work from an HPE office.
• Job level: Specialist.