Customer Success Strategy Director

Hewlett Packard Enterprise

. Define the global Customer Success strategy and multiyear roadmap for Networking Services .

Posted 9/18/2026full-timeHouston • North Carolina • United StatesLead💰 $170,000 - $412,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing Customer Success strategies, focusing on SaaS adoption, customer health, and value realization. Proven ability to lead cross-functional teams and influence stakeholders to enhance customer experiences and drive retention and expansion.

Highest-signal resume keywords

Leadership Experience in Customer SuccessGlobal Customer Lifecycle Strategy DevelopmentSaaS Adoption and Customer Health UnderstandingCross-Functional Transformation LeadershipStrategic Planning and Executive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategySaaS AdoptionCustomer Health MetricsValue RealizationData-Driven Decision-MakingServices SegmentationSupport DifferentiationInstalled-Base StrategiesDigital Engagement IntegrationAnalytics and Automation

Soft Skills

Influencing Senior StakeholdersExecutive CommunicationStrategic Planning

Tools & Technologies

CRM PlatformsCustomer Success PlatformsDigital Experience ToolsTelemetryAnalyticsAI

Industry Keywords

Enterprise NetworkingCloud ServicesInfrastructureCybersecurityTechnology Services

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

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, installed base, entitlements, lifecycle stage, and business criticality
Ensure delivered experiences align with what was sold and demonstrate 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

Requirements

What you’ll need

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 preferred
Experience with services segmentation, support differentiation, entitlements, or installed-base strategies preferred
Familiarity with CRM, Customer Success platforms, digital experience tools, telemetry, analytics, and AI preferred

Benefits

Comp & perks

Comprehensive benefits supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Career development opportunities
Flexible work and personal needs management
Inclusive workplace
Reasonable accommodation during the application or interview process