Senior Manager, Customer Success Practice – Operations

Hewlett Packard Enterprise

. Lead HPE GreenLake Customer Success operations, process leadership, analytics, enablement, field adoption, and business requirements for tools and capabilities .

Posted 11/12/2026full-timeUnited StatesSenior💰 $140,000 - $321,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success operations, including process leadership, analytics, and performance management. Proficient in managing cross-functional teams and driving strategic initiatives within a global, matrixed technology organization.

Highest-signal resume keywords

Customer Success StrategyProcess Design And ImprovementData Governance And KPI DesignPeople Leadership And DevelopmentExecutive Communication And Influence

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Applicant Tracking System Keywords

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Hard Skills

Business PlanningAnalyticsChange LeadershipPerformance ManagementCustomer Lifecycle ManagementSaaS OperationsXaaS Business ModelsProduct ManagementService Design PracticesStakeholder Alignment

Soft Skills

CoachingNegotiationFacilitationStructured Problem SolvingRelationship Building

Tools & Technologies

SalesforceCertiniaAnalytics ToolsIT ToolsSales Tools

Industry Keywords

Digital TransformationRecurring RevenueValue RealizationRetentionGrowth

About the role

Key responsibilities & impact

Lead HPE GreenLake Customer Success operations, process leadership, analytics, enablement, field adoption, and business requirements for tools and capabilities
Define, manage, and evaluate annual and quarterly operating plans supporting Customer Success strategy
Lead the Customer Success business rhythm, geographic interlocks, metric discussions, decision tracking, and corrective-action follow-through
Partner with geographic and functional leaders to align execution, surface dependencies, and resolve barriers
Provide fact-based recommendations to leadership on performance, priorities, and operating-model improvements
Define and govern the GreenLake performance framework, KPI definitions, targets, data ownership, reporting standards, and data-quality controls
Analyze customer lifecycle and operating data to identify risks, trends, root causes, and intervention opportunities
Monitor onboarding, activation, adoption, success-plan coverage, health, risk, value realization, renewal readiness, retention, and expansion indicators
Own GreenLake-specific requirements, use cases, implementation priorities, and field adoption for Customer Success methodology, playbooks, processes, standards, and content
Lead complex process initiatives through assessment, future-state design, stakeholder alignment, documentation, implementation, handoff definition, control design, and outcome measurement
Design scalable, role-based enablement and measure methodology and tool adoption, proficiency, behavior change, and business impact
Integrate CSM user experience across processes, data, tools, applications, and capabilities, including Salesforce, Certinia, analytics, IT and Sales Tools, and AI solution teams
Maintain a transparent, value-based requirements backlog and represent prioritized requirements in enterprise delivery roadmaps
Lead business readiness, user acceptance, release adoption, and post-launch measurement
Set goals, decision rights, and accountability for a specialist team
Develop team capability in planning, analytics, product management, consulting, change leadership, and stakeholder influence
Build relationships across HPE GreenLake, Sales, geographic Customer Success, Sales Tools, finance, operations, data reporting, and enablement teams
Communicate complex information clearly to senior leaders and drive alignment in a global, matrixed environment

Requirements

What you’ll need

Bachelor’s or master’s degree in business, operations, information systems, analytics, engineering, or a related field, or equivalent experience
10 or more years of progressive experience in Customer Success, business planning, SaaS or XaaS operations, digital transformation, or a related discipline
2 or more years of people-management experience, including leading specialist or cross-functional teams
Experience operating in a large, global, matrixed technology organization and influencing senior stakeholders across functions
Experience leading end-to-end process design and improvement, including current-state assessment, future-state design, stakeholder alignment, handoffs, implementation, MoC, and outcome measurement
Experience 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 of Customer Success strategy, operations, methodology, and performance management
Knowledge of XaaS customer lifecycle, adoption, value realization, renewal, and expansion concepts
Knowledge of 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 and structured problem solving
Executive communication, facilitation, negotiation, and influence across organizational boundaries
People leadership, coaching, performance management, and development of specialist talent

Benefits

Comp & perks

Comprehensive health and wellbeing benefits supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Flexible work arrangements to manage work and personal needs
Inclusive workplace culture
Disability accommodation during application or interview process