Customer Success Strategy Director

Role Overview

Key Responsibilities

• Define the global Customer Success strategy and multiyear 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.
• 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.
• Accessibility
• HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.
• Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.
• Health & Wellbeing
• We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development
• We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion
• We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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• Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
• HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
• Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
• HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
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• We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
• All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

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