Senior Manager, Customer Success Practice – Operations

Hewlett Packard Enterprise

. Translate HPE GreenLake Customer Success business needs into operating requirements, process designs, performance actions, and prioritized capability demand across multiple geographies .

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, business planning, and process design, with a strong focus on analytics, performance management, and stakeholder alignment. Proven ability to lead cross-functional teams and drive strategic initiatives in a global, matrixed environment.

Highest-signal resume keywords

Customer Success OperationsProcess Design and ImprovementData Governance and KPI DesignPeople Leadership and CoachingAnalytical Judgment and Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business PlanningPerformance ManagementChange ManagementUser Acceptance TestingCross-Platform IntegrationData AnalysisRequirements DevelopmentBacklog PrioritizationService Design PracticesCustomer Lifecycle Management

Soft Skills

Executive CommunicationFacilitationNegotiationInfluenceStakeholder Alignment

Tools & Technologies

SalesforceCertiniaAnalytics ToolsAI Solutions

Industry Keywords

SaaS OperationsXaaS Business ModelsDigital TransformationRecurring RevenueValue Realization

About the role

Key responsibilities & impact

Translate HPE GreenLake Customer Success business needs into operating requirements, process designs, performance actions, and prioritized capability demand across multiple geographies
Lead a team responsible for GreenLake CS operations, process leadership, analytics, enablement, field adoption, and business requirements
Define, manage, and evaluate annual and quarterly operating plans
Lead the GreenLake Customer Success business rhythm, including geographic interlocks, metric performance discussions, decision tracking, and corrective-action follow-through
Partner with geographic teams and functions 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, including KPIs, operational measures, and leading indicators
Establish metric 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
Own GreenLake-specific business requirements, use cases, implementation priorities, and field adoption for CSM methodology, playbooks, processes, practice standards, and content
Lead complex process initiatives through assessment, future-state design, stakeholder alignment, documentation, implementation, handoff, control design, and outcome measurement
Design scalable, role-based enablement and measure methodology and tool adoption, proficiency, behavior change, and business impact
Integrate the GreenLake CSM end-user experience across processes, data, tools, and capabilities
Coordinate requirements across supply chain, contracting, Salesforce, Certinia, analytics, IT and Sales Tools, and AI solution teams
Maintain a value-based requirements backlog and coordinate approved requirements with enterprise capability owners
Lead business readiness, user acceptance, release adoption, and post-launch measurement
Set goals, decision rights, and accountability for the specialist team
Develop team capability in planning, analytics, product management, consulting, change leadership, and stakeholder influence
Build relationships across HPE GreenLake, Sales, Flex BU, geographic CS, Sales Tools, finance, data reporting, and enablement teams
Communicate complex information 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
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
Experience operating in a large, global, matrixed technology organization and influencing senior stakeholders across functions
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
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
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

Benefits

Comp & perks

Comprehensive benefits supporting physical, financial, and emotional wellbeing
Personal and professional development programs
Flexible work and personal needs management
Inclusive workplace
U.S. employee benefits information provided via HPE benefits portal