# Customer Success Strategy Director

**Company**: Hewlett Packard Enterprise
**Work arrangement**: onsite
**Experience**: executive
**Job type**: full-time
**Salary**: Annual Salary USD 170,000 - 412,500
**Category**: Engineering
**Industry**: Technology

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Houston-Texas-United-States-of-America/Customer-Success-Strategy-Director_1211082-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_94bab9c4-5f3

## Description

Hewlett Packard Enterprise is seeking a strategic leader to define and drive the global Customer Success strategy for Networking Services. The successful candidate 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.

**Key Responsibilities:**

- Define the global Customer Success strategy and multi-year 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.

**What We Can Offer You:**

- Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.

- Investment in your career through specific programs catered to helping you reach your career goals.

- Unconditional inclusion in the way we work, celebrating individual uniqueness.

## Skills

### Required
- Customer Success
- SaaS
- digital engagement
- analytics
- automation
- strategic planning
- executive communication
- data-driven decision-making

### Nice to have
- enterprise networking
- cloud
- infrastructure
- cybersecurity
- technology services
- services segmentation
- support differentiation
- entitlements
- installed-base strategies
- CRM
- Customer Success platforms
- digital experience tools
- telemetry
- AI

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Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Houston-Texas-United-States-of-America/Customer-Success-Strategy-Director_1211082-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)