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.

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, or similar platforms.
• Strong business acumen and a deep understanding of Customer Success operations, methodologies, and industry best practices.
• Excellent verbal and written communication skills, with the ability to prepare and present clear, actionable reports to senior leadership.
• Outstanding project management skills, including experience leading large, cross-functional initiatives and managing complex projects.
• Ability to build relationships, consult, and collaborate with Geos, Finance, Data Reporting, and Strategy teams.
• Ability to package insights into clear, actionable reporting for senior leaders and Geo teams.
• Ability to identify trends and provide strategic recommendations based on market and organizational data.
• Developed leadership skills in team-building, conflict resolution, and peer to peer mentoring.

Success Measures

• Consistent delivery of standardized CS KPI reporting into Geos, enabling clear visibility of performance and progress.
• Development and execution of action plans and improvement initiatives to achieve performance targets.
• Effective collaboration with cross-functional teams to drive operational excellence and business outcomes in Customer Success.
• Successful implementation of dashboard reporting and metrics roadmap for Geo CS leader effectiveness.

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Decisions, Business Development, Business Metrics, Business Performance, Business Strategies, Calendar Management, Coaching, Computer Literacy, Creativity, Critical Thinking, Cross-Functional Teamwork, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Leadership, Long Term Planning, Managing Ambiguity, Personal Initiative {+ 5 more}

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.

Job:

Business Planning

Job Level:

Expert

    

"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 92,600 - 213,500 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.