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.