Customer Success Manager Remote Jobs in Connecticut

In this role, the CSM partners closely with Sales Specialists and cross-functional teams to strengthen customer relationships, accelerate solution consumption, and identify opportunities for account growth and expansion. The CSM is responsible for driving customer adoption, supporting upsell and cross-sell motions within assigned accounts, and delivering measurable business value through proactive engagement, strategic guidance, and a high level of customer service. This role carries a quota and may require occasional onsite customer engagement and travel.

Responsibilities:

• Take ownership of a select group of strategic customer accounts.

• Cultivates strong, senior-level relationships within the customer's organization, including engagement with key stakeholders.

• Successfully onboard customers and help them define and achieve their adoption success criteria.

• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.

• Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.

• Serves as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.

• Capture the capabilities of HPE's offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.

• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.

• Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

Education and Experience Required:

• A university or bachelor's degree or equivalent combination of education and experience; advanced University or MBA preferred.

• 5+ years of direct, work-related experience.

• CCSM (Certified Customer Service Manager) - Level 4 or higher certification preferred.

• HPE GreenLake ATP certification preferred.

• Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.

• Considered a trusted advisor externally and a mentor of customer success management internally.

• Viewed as an expert in the given field by company and customer.

• Experience in project/program management preferred.

• Experience in cloud operating models.

• Comfortable supporting customers within the Eastern/Central Time Zones and able to accommodate Eastern Time Zone working hours. This role may require occasional domestic travel (~10-15%) for customer onsite meetings, conferences, and trade shows

Knowledge & Skills:

• A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.

• Stay current with industry developments to provide valuable insights to customers.

• Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs.

• Be able to communicate the value proposition effectively.

• Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives.

• Understand industry-specific regulations and challenges that may impact customers.

• Experience in customer success methodologies, frameworks, and best practices.

• Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.

• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.

• Leadership skills, including experience in orchestrating the associated account team members for customer success.

• Effective collaboration with various departments, including sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.

• Awareness of industry-specific regulations, data privacy laws, and compliance requirements that may affect customer success activities, especially if your company operates in regulated sectors.

• Knowledge of HPE's GreenLake offering, Advisory and Professional services and Managed Services

• Understanding of Public Cloud Architecture and Operations principles

• Understanding of ITIL/ITSM

• Understanding of Agile and DevOps concepts and methods.