Senior Manager, Customer Success Practice & Operations – HPE GreenLake
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
Business Scope
Primary scope is the HPE GreenLake business, its Customer Success operating model, and the associated customer account base.
Accountable for translating HPE GreenLake Customer Success business needs into operating requirements, process designs, performance actions, and prioritized capability demand across multiple geographies. The role does not replace CSLV-wide methodology ownership, CS App architecture, or Strategic Program Office governance; it represents the GreenLake business, integrates the end-to-end CSM experience, and ensures approved capabilities are implemented, adopted, and measured across the GreenLake account base.
Leads a team of individual contributors responsible for GreenLake CS operations, process leadership, analytics, enablement, field adoption, and business requirements for tools and capabilities.
Influences shared IT and application roadmaps but does not hold sole enterprise prioritization authority.
Key Responsibilities
Customer Success Operations
Define, manage, and evaluate annual and quarterly operating plans that support HPE GreenLake Customer Success strategy and priorities.
Lead the HPE GreenLake Customer Success business rhythm, including geographic interlocks, metric performance discussions, decision tracking, and corrective-action follow-through.
Partner with leaders across geographic teams and functions to align execution, surface dependencies, and resolve barriers affecting the GreenLake account base.
Provide fact-based recommendations to leadership on performance, priorities, and operating-model improvements.
Performance Management and Business Insights
Define and govern the HPE GreenLake performance framework, aligned with enterprise Customer Success measures, spanning customer and business outcomes, top-level KPIs, operational measures, and second-level leading indicators.
Establish GreenLake metric definitions, targets, data ownership, reporting standards, and data-quality controls in alignment with enterprise business owners.
Analyze customer lifecycle and operating data to identify risks, trends, root causes, and opportunities for intervention.
Monitor indicators such as onboarding progress, activation, product adoption, success-plan coverage, health, risk identification, value realization, renewal readiness, retention, and expansion. Provide geographic level insights for corrective action and improvement where relevant.
CS Methodology, Practice, and Enablement
Own GreenLake-specific business requirements, use cases, implementation priorities, and field adoption for the CSM methodology, playbooks, processes, practice standards, and supporting content. Partner with the CSLV Methodology and Tools team, which retains ownership of common CSLV methodology standards, enterprise playbooks, and methodology governance.
Lead and develop direct reports who operate as functional leads and subject-matter experts by establishing process ownership, quality expectations, and review mechanisms. Personally lead complex, high-priority, or capacity-constrained process initiatives through…