Customer Success Strategy Director
Hewlett Packard Enterprise · Raleigh, NC · 1 mo ago
Business DevelopmentFull-time
We need to output HTML fragment with sections: h3 headings for sections present: About the role (maybe "Who We Are" is about company, but we can treat as About the role? The instruction: use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include sections only when posting has real specific content. We have:
- Who We Are (company description) could be "About the role"? Actually "About the role" is not present; we have "Who We Are" describing company. Could map to "About the role"? Might be okay but better to use "About the role" heading and put the company description there? However the instruction says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use h3 for section headings (e.g. those). Likely they expect those exact headings if content exists. We have content for Responsibilities (Key Responsibilities), Requirements (Required Qualifications), Qualifications (Preferred Qualifications maybe), Skills (maybe not explicit), Benefits (What We Can Offer You), Pay (salary range), Schedule (onsite expectation). Also we have "Role Overview" maybe could be part of About the role? But we can treat "Role Overview" as part of About the role? The instruction says do NOT repeat the job title as a heading. So we can have a heading "About the role" containing the Role Overview and Who We Are? Might be okay.
We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: accessibility, EEO, fraud alert, etc. Also remove "Let's Stay Connected", social media, hashtags, etc. Also remove "Job Engineering Job Level Director". Also remove "Information about employee benefits offered in the US can be found at ..."? That's a link to benefits; we already have benefits section; we can keep description but not the link? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. The link is substantive? It's a reference; maybe we can keep as part of Benefits section? But it's a URL; we could include as plain text. However it's maybe considered boilerplate? It's a link to benefits info; but we already have benefits description; we could keep it as part of Benefits. However it's not a list; we can put in a p.
We need to use
- for any list of duties/requirements/benefits. So we need to convert responsibilities list into ul li. Similarly required qualifications, preferred qualifications, benefits list.
We need to avoid creating sections with filler like "commensurate with experience". Not present.
We need to output only HTML fragment, no html/body tags, no markdown fences.
Let's extract content:
Who We Are: "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. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE."
Role Overview: "We are seeking a strategic leader to define and drive the global Customer Success strategy for Networking Services. This role will establish a lifecycle-based approach that combines digital experiences, data, automation, and human engagement to improve SaaS adoption, customer value realization, retention, and growth. The strategy is not based on individual Customer Success roles or coverage models. It will define how the broader organization delivers a consistent and differentiated experience across onboarding, adoption, support, renewal, and expansion."
Key Responsibilities (list):
- 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, services installed base, entitlements, lifecycle stage, and business criticality.
- Ensure the experience delivered aligns with what was sold and clearly demonstrates 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.
Required Qualifications:
- 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.
Preferred Qualifications:
- Experience in enterprise networking, cloud, infrastructure, cybersecurity, or technology services.
- Experience with services segmentation, support differentiation, entitlements, or installed-base strategies.
- Familiarity with CRM, Customer Success platforms, digital experience tools, telemetry, analytics, and AI.
Measures of Success (maybe could be a section? Not in list of headings but could be considered under "Benefits"? Actually it's about success metrics; could be a separate section but not in allowed headings. Could incorporate into Responsibilities? But it's separate. The instruction says prefer a few substantive sections over many thin ones. Could we merge Measures of Success into Responsibilities or maybe into a section "Success Metrics"? Not in allowed headings. Might be better to omit? But we must preserve ALL substantive information. So we need to include it somewhere. Could create a section "Measures of Success" as h3? The instruction says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says use h3 for section headings (e.g. those). It might be okay to use other headings as long as they are h3. However they said "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That implies those are examples; we can use other headings if needed. But they also said "Prefer a few substantive sections over many thin ones." So maybe we can incorporate Measures of Success into Responsibilities or Requirements? It's about success metrics; could be part of Responsibilities (establish success measures). Actually one of the responsibilities is "Establish success measures for adoption, value realization, customer health, retention, renewal, expansion, and advocacy." So Measures of Success is essentially that responsibility. The separate "Measures of Success" list repeats similar items. So we can treat that as part of Responsibilities; we already have that responsibility. The separate list is redundant; we can omit duplicate? But we must preserve ALL substantive information; if it's duplicate, we can keep one instance. It's okay to not duplicate. Benefits: "What We Can Offer You Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good." We need to turn that into a list? It's not a list but prose. Could be
. However we could also make a list of bullet points: Health & Wellbeing, Personal & Professional Development, Unconditional Inclusion. That seems like a list. The text includes those headings and descriptions. We can make
- each with description.
Pay: Salary range: "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. – United States of America: Annual Salary USD 170,000 - 412,500 in North Carolina & Texas The listed salary range reflects base salary. Variable incentives may also be offered."
We need to include that as a
under Pay heading. Schedule: "This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office." So schedule is Onsite. We can put under Schedule heading. Now we need to strip boilerplate: Accessibility, EEO, fraud alert, etc. Also remove "Let's Stay Connected", social media, hashtags, "Job Engineering Job Level Director". Also remove "Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html". That's a link; maybe we can keep as part of Benefits? But it's a link to benefits details; could be considered substantive. However it's a URL; we could include as a
under Benefits. But the instruction says preserve ALL substantive information; not summarizing away detail. So we should keep that link. However it's not a list; we can put in a
. Also remove "HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer..." etc. Remove recruitment fraud alert. Now construct HTML:
About the role
Who We Are: 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. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Role Overview: We are seeking a strategic leader to define and drive the global Customer Success strategy for Networking Services. This role will establish a lifecycle-based approach that combines digital experiences, data, automation, and human engagement to improve SaaS adoption, customer value realization, retention, and growth. The strategy is not based on individual Customer Success roles or coverage models. It will define how the broader organization delivers a consistent and differentiated experience across onboarding, adoption, support, renewal, and expansion.
Responsibilities
- 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, services installed base, entitlements, lifecycle stage, and business criticality.
- Ens
- each with description.
Pay: Salary range: "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. – United States of America: Annual Salary USD 170,000 - 412,500 in North Carolina & Texas The listed salary range reflects base salary. Variable incentives may also be offered."
We need to include that as a