Manager - Customer Success

Responsibilities

• Engages with client stakeholders to understand their business strategies, goals, and objectives, aligning them with the organization’s solutions to deliver on agreed-upon metrics.
• Accountable for country CSM contractual quota to be met across Revenue, Margin, TCV GOE and Cross-Sell.
• Orchestrates strategy with local MD, Category on game plans.
• Collaborates with other HP dept. to ensure successful onboarding and adoption of managed services, while discovering additional ways to add value to the customers.
• Monitors customer key performance indicators (KPIs) and adoption rates to proactively address expansion opportunities, prevent churn, and facilitate renewals.
• Works with the pursuit team to lead the contract renewal process, emphasizing the value-based outcomes of the organization’s products and services to maximize renewal rates.
• Conducts regular strategic business reviews to communicate progress on success plans, mitigate risks, and present innovative solutions, positioning the organization as a market leader in customer success.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development; recommends changes in alignment with business tactics and strategy.
• Ensures smooth onboarding of new clients, providing training and guidance to facilitate successful product adoption.
• Advocates for customer needs and feedback within the organization, driving improvements and enhancements.
• Provides ongoing training sessions and workshops to ensure clients are maximizing the value of the product.
• Performs talent management responsibilities including recruitment, performance management, coaching, and career development.

Education & Experience Recommended

• Four-year or Graduate Degree in Sales, Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of Contractual Business job-related experience or 5-7 years of management experience, preferably in account/ business management, sales, and/or a related field.