Digital Customer Success Manager

Hewlett Packard Enterprise · Chennai, Tamil Nadu · hybrid 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. The Customer Success Manager (CSM) is responsible for driving customer adoption, consumption, value realization, and growth of HPE's as-a-Service (aaS) offerings through a primarily remote engagement model. Leveraging digital tools, customer insights, telemetry, and scalable success programs, the CSM acts as a trusted advisor to customers, helping them accelerate adoption, achieve customers business outcomes, and maximize the value of their HPE investments. Primary Job Responsibilities Customer Adoption & Engagement Establish strong customer relationships and accelerate the active use of contracted HPE solutions so customers realize measurable business and technical outcomes. Lead onboarding, stakeholder mapping, success planning, and regular virtual engagement across the customer lifecycle. Define adoption objectives, milestones, and success measures aligned with customer priorities. Conduct adoption reviews, business reviews, workshops, and executive engagements to demonstrate progress and value. Identify adoption barriers, customer-health risks, and capability gaps; coordinate action plans with Support, Services, Sales, Product, and Partners. Consumption & Upsell Growth Increase utilization of contracted capacity and translate sustained demand growth into qualified upsell opportunities for additional capacity, users, services, or higher billing tiers. Monitor telemetry, utilization, burn rate, workload growth, billing tiers, and capacity thresholds to identify consumption trends. Build consumption acceleration plans for underutilized environments and track progress against agreed targets. Forecast when current capacity or entitlement will be exhausted and identify the trigger point for expansion. Partner with Sales and solution teams to convert qualified capacity-growth signals into pipeline and support the customer value case. Cross-Sell Expand the customer relationship into adjacent HPE solutions, workloads, or services that address unmet business needs beyond the current deployment. Use success plans, business reviews, telemetry, account insights, and customer priorities to identify adjacent solution opportunities. Facilitate workload-discovery sessions and map customer use cases to relevant HPE capabilities. Qualify and document opportunities with clear use cases, customer outcomes, dependencies, and next actions. Coordinate with Account Sales, GreenLake Specialists, Solution Architects and Partners to develop the solution, initiate proof-of-value activity, and progress qualified leads. Tech Refresh Modernize aging, constrained, or end-of-support infrastructure to reduce operational risk, improve performance, and create a planned refresh or migration opportunity. Review asset age, lifecycle status, support coverage, performance, capacity, resiliency, and technology dependencies. Identify refresh candidates, customer risks, modernization priorities, and the business impact of delaying action. Develop a phased refresh roadmap aligned with budget cycles, workload priorities, architecture standards, and sustainability goals. Position appropriate HPE modernization options and validate migration, data-protection, operational-readiness, and implementation requirements. Renewal Protect recurring revenue by proving realized value, resolving risks early, and preparing the customer and account team for a timely renewal decision. Maintain renewal readiness throughout the lifecycle by tracking value realization, customer health, adoption, consumption, satisfaction, and open risks. Begin structured renewal planning well in advance of the contract end date, c