CrawlJobs Logo
Hewlett Packard Enterprise Logo Hewlett Packard Enterprise · Customer Service

Senior Customer Success Leader

United States, Durham Employment contract 130500.00 - 300000.00 USD / Year · Job Posted May 03, 2025

Job offer has expired

Job Link Share

Job Description

The Senior Customer Success Leader will manage a large and diverse set of service products or solutions, define strategic directions, and oversee performance metrics for multiple business segments. This position involves fostering relationships across various organizational groups and providing thought leadership for transformational initiatives. The role also includes staff management, coaching, and fostering a high-performance working environment.

Job Responsibility

  • Responsible for the overall business success of a large and diverse set of service products or solutions, technologies, and/or business segments that represents a sizeable portion of the overall business
  • Defines strategic direction and plans for service business, monitors business performance and implements corrections as well as cost reductions and incremental growth actions
  • Manages and monitors performance of product and service business metrics (e.g., attach, penetration, revenue, TCE)
  • delivers recovery or action plans for exception issues
  • Creating and foster a mutually beneficial relationship with Product Business Groups, Alliance partners, Services functional and support teams, and Regional Business Development Manager, Sales, Solution Partners Organization, and delivery functions
  • Leads key initiatives on behalf of functional and senior management
  • Provides thought leadership and program management for initiatives that significantly change the business portfolio, selling motions, competitive advantages, and/or business models
  • Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals
  • Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding
  • Achieves diversity and other HR goals
  • Acts as mentor to individual contributors in other teams and for Manager I level
  • May participate in initiatives to improve effective development and utilization of company human capital (e.g. develop rotational programs, re-skilling programs, etc.)

Requirements

  • Typically 12+ years to demonstrate mastery of Service Business Management
  • Established management background of high level individual contributors (people management)
  • Typically first level and advanced level university degree
  • Excellent market knowledge
  • Need broad knowledge competitive market dynamics, business models, business strategies and processes
  • Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives
  • Strong skills in management of people and business relationships, knowledge in organizational design and planning, problem solving, managing individual and team productivity and dynamics, and excellent communication, and negotiation and influencing skills in cross-functional teams
  • Must have a solid understanding of business management principles, financial expertise and strategic planning methods
  • Recognized as authority in their area of expertise
  • Demonstrated ability to provide thought leadership and drive change across functions
  • Very strong leadership, people and business management skills
  • More frequent influence at cross-functionally and on executive level

What we offer

  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
Hewlett Packard Enterprise - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Senior Customer Success Leader

8 matching positions

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...
Location
Location
Canada , Toronto
Salary
Salary:
192000.00 - 264000.00 CAD / Year
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
  • proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
  • experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
  • understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
  • minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
  • a four year degree or equivalent
  • demonstrated ability to manage customer accounts in conjunction with sales organizations
  • exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.
Job Responsibility
Job Responsibility
  • Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
  • serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
  • develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
  • uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
  • lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
  • build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
  • key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
  • drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
  • monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
  • establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects
What we offer
What we offer
  • Competitive salary
  • comprehensive benefits package from day one
  • flexible work arrangements
  • company equity
  • ESPP (Employee Stock Purchase Program)
  • retirement or pension plan
  • generous paid vacation time
  • paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Fulltime
Read More
Arrow Right

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...
Location
Location
United Kingdom , London
Salary
Salary:
Not provided
afi-solutions.com Logo
AFI Solutions GmbH
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven track record at director level or equivalent leading CX operations in a software or SaaS company
  • Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
  • Strong background in process optimisation and cross-functional collaboration at scale
  • Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
  • Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
  • Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
  • International experience in software or SaaS environments preferred
Job Responsibility
Job Responsibility
  • Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
  • Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
  • Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
  • Drive consistency across departments to support growth and enhance the customer experience
  • Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
  • Provide insights that enable data-driven decisions and accountability
  • Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
  • Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
  • Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved
What we offer
What we offer
  • Offene, familiäre Unternehmensstruktur mit Flexibilität
  • Modernes Office mit Top-Ausstattung
  • Fulltime
Read More
Arrow Right

Senior Customer Success Manager

At Apollo GraphQL, we’re on a mission to empower developers by simplifying how s...
Location
Location
United Kingdom
Salary
Salary:
Not provided
apollographql.com Logo
Apollo GraphQL
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years of experience in a technical, customer-facing role, such as Technical Project Manager, Customer Success Manager, Customer Success Engineer, Technical Account Manager, Professional Services Consultant, Service Delivery Manager, or Engagement Manager
  • Proven experience leading customer-facing project management and service delivery engagements
  • Strong ability to coordinate cross-functional teams, set milestones, and ensure execution
  • Skilled in partnering with Sales to drive customer adoption, expansion, and success by aligning service delivery with business goals and identifying growth opportunities
  • Experienced in working with software engineering teams as primary stakeholders, with a strong ability to engage senior engineering leaders and platform teams at large enterprises
  • Strong understanding of cloud-native software development, APIs, and web technologies
  • Experience managing high-value accounts and delivering a white-glove experience
  • Ability to drive measurable results and help customers achieve business outcomes
  • Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers
  • Openness to occasional travel based on customer needs
Job Responsibility
Job Responsibility
  • Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers
  • Own product adoption for your accounts, working in close partnership with sales to co-pilot their success
  • Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges
  • Oversee service delivery engagements with professional services and solution architects, leading structured project execution, milestone tracking, risk management, and on-time delivery of customer initiatives
  • Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success
  • Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks
  • Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success
  • Facilitate cross-functional collaboration, ensuring technical and business leaders are engaged to drive execution and value realization
  • Advocate for customer needs within Apollo, ensuring they are prioritized across teams, while leading both short- and long-term customer engagements
What we offer
What we offer
  • equity
  • benefits
Read More
Arrow Right

Senior Customer Success Manager

AutoRABIT was founded in 2015 to help organizations in regulated industries rega...
Location
Location
United States
Salary
Salary:
120000.00 - 140000.00 USD / Year
autorabit.com Logo
AutoRABIT
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in a customer facing role involving complex technology with collaboration of senior stakeholders within the CTO organization
  • Experience managing F500 accounts
  • Familiarity with key engineering benchmarks (Ex - DORA) and the implications of these for development teams
  • Confident and engaging presentation skills
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Strong verbal & written communication skills
  • Collaborative, persistent and self-directed
  • Maintain a high level of professionalism, honesty, empathy, business, and technical acumen across customers and the industry
  • Familiarity with Salesforce Development Ecosystem
  • Proficiency using Salesforce, JIRA, GIT, & Zoho
Job Responsibility
Job Responsibility
  • Proactively manage a book of business to drive product adoption to ensure a healthy renewal
  • Where risks may exist, create an Action Plan to drive customers back on track
  • Partner with broader account teams (account executives, solution engineers, leaders) to achieve key targets (NRR, GRR, CSAT)
  • Enjoy problem solving to understand what your customer is looking to solve for, mapping solutions to the gaps and outlining the value against proposed solutions
  • Apply domain/technical knowledge of AutoRABIT, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success
  • Demonstrate the value customers are getting from the AutoRABIT suite through strategic customer engagements
  • Drive new opportunities within your book of business
  • Guide customers through significant service milestones such as upgrades, new releases, and new features
  • Partner with customer-facing account teams and executives (sales, support, professional services, engineering, and partners) on customer issues/projects
  • Fulltime
Read More
Arrow Right

Senior Manager Customer Success

We are looking for a highly motivated and entrepreneurial Senior Manager, Custom...
Location
Location
United States
Salary
Salary:
120000.00 - 150000.00 USD / Year
earnin.com Logo
EarnIn
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of strong customer success or partner management experience, preferably in fintech, HR tech, or SaaS environments
  • Demonstrated success managing enterprise or mid-market relationships that drive measurable adoption and business outcomes
  • Excellent communication, relationship-building, and storytelling skills
  • Comfort with ambiguity and a bias toward action—someone who can build and execute with limited resourcing or defined processes
  • Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into clear recommendations
  • Experience wearing multiple hats, including success, light marketing, and growth enablement
  • Proven ability to work cross-functionally and influence outcomes across product, marketing, and operations
  • Strong organizational and prioritization skills
  • Bachelor’s degree required
  • MBA or advanced degree a plus
Job Responsibility
Job Responsibility
  • Manage and Grow Partner Relationships: Own and manage EarnIn’s B2B portfolio of existing Employer partners, ensuring high levels of satisfaction, adoption, and measurable partner value
  • Identify opportunities to expand EarnIn usage within existing partners through new product adoption, engagement campaigns, and cross-functional collaboration
  • Act as a trusted advisor to HR, Benefits, and Payroll leaders, helping them improve employee financial wellness through EarnIn
  • Drive Growth and Adoption: Act as the voice of the partner, gathering insights and advocating for their needs with Product, Operations, and Marketing teams
  • Drive marketing initiatives within existing portfolio companies to boost EarnIn awareness and usage
  • Support monthly and quarterly business reviews with partners and develop success stories that highlight EarnIn’s value
  • Drive the growth of the business by engaging with prospective partners
  • Build for Scale: Contribute to the evolution of our customer success playbooks, tools, and metrics to create scalable, repeatable engagement models
  • Collaborate with Finance, Product, and Data teams to track partner performance, forecast adoption trends, and identify opportunities for improvement
  • Operate with a hands-on, experimental mindset, testing new strategies to drive usage and retention, then standardizing what works into replicable processes
What we offer
What we offer
  • equity
  • benefits
  • Fulltime
Read More
Arrow Right

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...
Location
Location
United States , Atlanta
Salary
Salary:
180000.00 - 275000.00 USD / Year
https://www.pagerduty.com Logo
PagerDuty
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
  • Take on new challenges and the ability to work through uncertainty
  • Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
  • Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
  • Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
  • Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
  • A four year degree or equivalent
  • Demonstrated ability to manage customer accounts in conjunction with sales organizations
  • Consistently delivering against targets
  • reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve
Job Responsibility
Job Responsibility
  • Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
  • Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
  • Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
  • Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
  • Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
  • Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
  • Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
  • Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
  • Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
  • Forecast renewals by working cross functionally with sales, renewals and operations
What we offer
What we offer
  • Competitive salary
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
  • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
  • Fulltime
Read More
Arrow Right

Customer Success Account Management Team Manager

ANS Group are a 750+ team of technology specialists and business experts. We del...
Location
Location
United Kingdom , Manchester
Salary
Salary:
Not provided
ans.co.uk Logo
ANS Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven track record managing a client-facing team within a digital services organisation
  • Demonstrable experience in a similar management role within a Customer Success Account Management or Sales Account Management role
  • Experience leading and developing high-performing customer success or account management teams within a digital services environment
  • Strong commercial acumen and a deep understanding of strategic account management
  • Exceptional stakeholder management, communication, and coaching skills
  • Ability to use data-driven insights to inform strategy and performance
  • Skilled at collaboration across departments, managing change, and championing customer experience improvements
  • Experience in running the end-to-end sales process across Enterprise size customers, supporting the team to identify, close and deliver solutions across Cloud, Data and Security
  • Natural ability to influence senior leaders and board members
  • Exceptional communicator, skilled in engaging presentations, negotiations, escalation resolution, and Exec forums
Job Responsibility
Job Responsibility
  • Lead and execute the customer success account management growth targets across Tier 3,4 & 5 customers
  • Lead and drive the end-to-end customer experience for post-sale account management with a keen eye on NRR
  • Act as the voice of the customer at a senior manager level
  • Ensure all post-deal customer activities from handover of upsell opportunities won to renewals are executed to meet or excel customer expectations
  • Influence the business forecast for renewals and upsell
  • Drive customer culture across the department as the customer champion improving revenue growth, driving retention, and growing long-term partnerships
  • Reduce customer churn
  • Coach the team to drive value-driven and strategic conversations with customers
  • Provide an escalation route
  • Ensure solutions and products proposed to customers are fit for purpose
What we offer
What we offer
  • 25 days’ holiday
  • Buy up to 5 more days holiday
  • Birthday off
  • Extra celebration day
  • 5 days’ additional holiday in the year you get married
  • 5 volunteer days
  • Private health insurance
  • Pension contribution match
  • 4 x life assurance
  • Flexible working
  • Fulltime
Read More
Arrow Right

Customer Success Manager

We're expanding our Post-Sales team in Hyderabad and looking for experienced Cus...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
highspot.com Logo
Highspot
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of consulting, services, customer success, or account management experience, directly managing customers and customer relationships
  • Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
  • Strong collaboration skills to influence and gain alignment across internal and external stakeholders
  • Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
  • Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
  • Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions.
  • Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.
  • Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions.
  • Loves to learn about sophisticated technical products and to understand the intricacies of how they work.
  • A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.
Job Responsibility
Job Responsibility
  • Analyze customer usage data to identify trends, areas for improvement, and opportunities for increased engagement. and proactively address risks to ensure retention.
  • Develop actionable insights and recommendations based on data analysis to inform strategic decisions and help customers achieve their goals.
  • Proactively identify and mitigate customer risks by monitoring adoption metrics and sentiment analysis, escalating issues as needed to ensure retention and growth.
  • Develop account maps, identifying key players, and understanding customer’s businesses via 10k and other publicly available information.
  • Enable customers to realize the full value of the Highspot platform and be able to articulate that value throughout their company. Deeply understand customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement.
  • Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals
  • in the event of key customer stakeholder turnover, you seek and build replacement relationships.
  • Collaborate with your Account Management partners on account strategy and execution.
  • Identify expansion and upsell opportunities to drive revenue growthIdentify and position add-on services to support customers in achieving their business outcomes and maximizing ROI
  • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teamsKey
  • Fulltime
Read More
Arrow Right