Senior Manager, Customer Success Practice & Operations – HPE GreenLake

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 current-state assessment, future-state design, stakeholder alignment, documentation, implementation, handoff definition, control design, and outcome measurement.

• Apply relevant industry practices to the HPE GreenLake XaaS customer lifecycle while ensuring fit with HPE business requirements and CS account segments.

• Design scalable, role-based enablement that builds CSM proficiency in methodology, tools, data interpretation, adoption, and value realization.

• Measure methodology and tool adoption, CSM proficiency, behavior change, and business impact; identify the causes of adoption gaps and lead specific improvements in enablement, process design, and implementation.

• Collaborate with Service Support Delivery (SSD) and Global Client Management (GCM) to align Customer Success methodology, processes, tools, handoffs, and accountability across the HPE GreenLake CS segmentation coverage. Ensure seamless and consistent customer outcomes regardless of whether the deliverables are led by a CSM or ASM.

• CS End-User Experience, Applications, and Business Requirements

• Serve as the senior business representative for HPE GreenLake CSM user needs, application requirements, workflow priorities, dashboards, and automation outcomes. Partner with the CSLV Methodology and Tools team as the business architect and enterprise owner for CS App strategy, architecture, integration, and release governance.

• Accountable for integrating the holistic HPE GreenLake CSM end-user experience across the processes, data, tools, and capabilities required to perform the role. Integrate CSM for GreenLake role requirements across supply chain, contracting, Salesforce, Certinia, analytics, IT and Sales Tools, and AI solution teams to remove fragmented workflows, duplicate effort, and broken handoffs. Coordinate with cross functional teams to incorporate approved requirements into common enterprise digital roadmaps.

• Ensure the team develops clear user personas for CSM roles (GreenLake & Services), use cases, process flows, business requirements, acceptance criteria, and measurable benefit cases.

• Maintain a transparent, value-based GreenLake requirements backlog aligned to the highest-priority CSM and customer needs, and coordinate with enterprise capability owners to reflect approved requirements in their delivery roadmaps.

• Use evidence and stakeholder influence to advocate for prioritized CSM for GreenLake requirements within shared IT / Sales Tools, data, and application roadmaps.

• Lead business readiness, user acceptance, release adoption, and post-launch measurement to confirm that delivered capabilities achieve intended outcomes.

• People and Stakeholder Leadership

• Set clear goals, decision rights, and accountability for a specialist team covering GreenLake CS operations, process leadership, analytics, enablement, field adoption, and business requirements for tools and capabilities.

• Develop team capability in business planning, analytics, product management, consulting, change leadership, and stakeholder influence.

• Build trusted relationships across HPE GreenLake Sales and Flex BU teams, geographic CS teams, Sales tools team, Hybrid Cloud finance, Sales Operations, CSLV data reporting, and Sales enablement.

• Communicate complex information clearly to senior leaders and drive alignment in a global, matrixed environment without relying on direct authority.

• Measures of Success

• HPE GreenLake Customer Success geographic operating reviews occur on schedule with decision-ready information, clear owners, and timely closure of agreed actions.

• Priority KPIs and leading indicators have consistent definitions, accountable data owners, reliable reporting, and actionable thresholds.

• CSM methodology and application adoption improve against an established baseline, with demonstrable gains in user proficiency and workflow consistency.

• Priority Customer Success processes have named owners, documented current- and future-state designs, defined controls and handoffs, measurable outcomes, and consistent delivery quality across process leads and subject-matter experts.

• CSM effort, workflow cycle time, duplicate data entry, cross-tool friction, and user satisfaction improve against an established baseline across the end-to-end GreenLake CSM experience.

• Priority CSM application requirements are documented to an agreed quality standard, supported by clear benefit cases, and effectively represented for consideration in committed delivery roadmaps.

• Delivered capabilities achieve their approved benefit cases, including measurable improvements in CSM productivity, data quality, workflow cycle time, customer management, or adoption of priority AI-enabled capabilities.

• Leaders across HPE GreenLake and the geographies use the common performance framework to identify risks, select interventions, and inform resource decisions affecting HPE GreenLake account base.

• Leading indicators for onboarding, activation, adoption, health, risk, value realization, and renewal readiness improve across GreenLake account base.

• Education and Experience

• Bachelor’s or master’s degree in business, operations, information systems, analytics, engineering, or a related field, or equivalent experience.

• Typically 10 or more years of progressive experience in Customer Success, business planning, SaaS or XaaS operations, digital transformation, or a related discipline.

• Typically 2 or more years of people-management experience, including leading specialist or cross-functional teams.

• Demonstrated experience operating in a large, global, matrixed technology organization and influencing senior stakeholders across functions.

• Demonstrated experience personally leading end-to-end process design and improvement, including current-state assessment, future-state design, stakeholder alignment, handoffs, implementation, MoC, and outcome measurement, as well as coaching or managing process leads and subject-matter experts.

• Strong understanding of recurring-revenue and as-a-service business models, customer lifecycle management, adoption, value realization, retention, and growth.

• Knowledge and Skills

• Customer Success strategy, operations, methodology, and performance management.

• XaaS customer lifecycle, adoption, value realization, renewal, and expansion concepts.

• Business planning, KPI design, leading-indicator analysis, data governance, and executive reporting.

• Product-management and service-design practices, including user research, journey and process mapping, requirements development, backlog prioritization, cross-platform integration, user acceptance, business readiness, and change adoption.

• Strong analytical judgment, structured problem solving, and ability to convert data into recommendations.

• Executive communication, facilitation, negotiation, and influence across organizational boundaries.

• People leadership, coaching, performance management, and development of specialist talent.

• 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.

What We Can Offer You:

• 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 knowledg