Digital Customer Success Manager

Overview

The Customer Success Manager drives customer adoption, consumption, value realization, and growth of HPE as-a-Service (aaS) offerings through a primarily remote engagement model, acting as a trusted advisor to customers.

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 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.
• 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 tech 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.
• Maintain renewal readiness by tracking value realization, customer health, adoption, consumption, satisfaction, and open risks.
• Begin structured renewal planning well in advance of contract end, confirming stakeholders, decision criteria, procurement steps, and timeline.
• Create a value and outcome summary connecting 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.
• 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

• University or Bachelor's Degree, or equivalent experience.
• Typically 4-6+ years of account management experience.

Nice to have

• Engineering or technology education, advanced degree or MBA.
• Experience in the IT industry.
• Experience working within an IT department and/or within customers.
• Experience in a vertical industry.
• Experience in different sales roles.

Details

• Hybrid role: on average 2 days per week from an HPE office.
• Location: Chennai, Tamil Nadu, India.
• Primarily remote engagement model.