Customer Success Business Operations Manager

Customer Success Business Operations Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

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.

Job Description:

   

The Customer Success Business Operations Manager defines, manages, and evaluates Customer Success operational strategies to ensure execution against established objectives. This role leads cross-functional efforts to identify, track, and report Customer Success Key Performance Indicators (CS KPIs), providing actionable insights into Geo progress in CS methodology adoption and business execution. The manager supports the Geo interlock process, facilitates annual deployment modeling, and contributes to go-to-market planning for account coverage. The position ensures that all business activities align with standardized CS KPI reporting, driving performance improvements and actionable plans for Geo leadership. The role collaborates extensively with Geos, Finance, Data Reporting, and Strategy teams to implement a metrics roadmap and dashboard reporting for Geo CS leader effectiveness.

Applies advanced subject matter expertise to resolve complex business challenges within Customer Success. Regularly contributes innovative approaches and methods for KPI management and operational improvement. Works independently and as a leader on multifaceted projects, requiring robust evaluation of data and business scenarios. Provides direction and guidance for process enhancements and policy development, representing Customer Success Operations in cross-functional initiatives and external engagements. Exercises independent judgment to determine optimal strategies for achieving objectives.

Responsibilities

• Lead the identification, definition, and management of Customer Success KPIs, ensuring alignment with strategic objectives and Geo requirements.
• Support CS Practice Readiness Lead in developing, implementing, and maintaining standardized reporting frameworks that provide insights into Geo progress on CS methodology adoption and business execution.
• Support the Geo interlock process by coordinating cross-functional activities and facilitating clear communication between Geos, Finance, and Data Reporting teams.
• Handle ad hoc requests related to annual customer success deployment modeling and go-to-market planning for account coverage.
• Prepare comprehensive intelligence reports with actionable recommendations for Geo leaders, including performance gap analysis and improvement plans.
• Collaborate with WW CS strategy and planning lead to design and implement a metrics roadmap and dashboard reporting for Geo CS leader effectiveness.
• Contribute to priority projects by developing creative insights and supporting the execution of standardized CS KPI reporting into Geos.
• Identify and implement advanced analytical tools, models, and technologies—such as Power BI, Salesforce, and Certinia—to enhance reporting and operational effectiveness.
• Lead cross-functional teams and provide guidance to ensure successful delivery of Customer Success operational initiatives.

Education and Experience Required

• Bachelor's or Master's degree in Business Administration, Customer Success, Operations Management, or a related field.
• Typically, 6+ years of experience in Customer Success, business operations, analytics, or related functional area.
• Certifications or formal training in Customer Success (e.g., Customer Success Manager Certification, SuccessHACKER, Gainsight, or equivalent) are highly preferred.

Knowledge and Skills

• Demonstrates strong attention to detail in KPI tracking, data validation, and reporting accuracy. Ensures consistent use of definitions, and reliable interpretation of Customer Success operational metrics, enabling high‑quality insights and effective decision‑making across geos and cross‑functional teams.
• Advanced analytical thinking, technical analysis, and data manipulation skills, including proficiency in Power BI, Salesforce, Certinia, o