Sr. Customer Success Manager, Herndon, VA or DMV Area This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. 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 Manager (CSM) is the post-sales lead role on a given Federal customer account. The Federal CSM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success. The CSM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations. The CSM will lead regularly scheduled customer team calls, reviewing the status of current open cases and service issues, operational activities and updates on customer network projects and planning. The CSM will lead quarterly Service Business and Account Reviews, to examine overall team performance, service trends and support delivery progresses. The CSM will have a solid understanding of the Juniper product and service portfolio and track the customers deployed product install base along with product life cycle management of the network. The SCM will need to effectively communicate with the customer and Juniper teams. US Citizenship required Position is based in Herndon, VA. Preferred Location: DC, Maryland, VA Beltway area to drive to customer site when necessary. DoD or Civilian or US Civilian Government Security Clearance is a plus. Key Responsibilities and Role Expectations • Focused on Customer Success • Manage all customer escalations as the single customer point of contact for post-sales activities • Monitor, manage, and audit case progress • Oversee customer escalation management • Schedule proactive cases with the Juniper Networks® Technical Assistance Center (JTAC) for planned end-user software upgrades and/or major configuration changes • Lead weekly, bi-weekly, monthly customer review meetings • Conduct Service Business Reviews (SBRs) • Track product End of Life / End of Service planning • Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and Juniper data bases • Track asset recovery management • Partners with Account Team to enable customer via Service Portfolio with desired adoption of features / functions • Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues • Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution • Conduct Juniper Customer Support process training/review sessions • Document and maintain customer information and educate other Juniper internal resources on the supported customer(s) Minimum Qualifications: • Position is based in Herndon, VA. Will consider remote locations. • General technical understanding of network operation management best practices and networking terminology. • Must have strong data analysis and presentation skills. • Must have strong communication, interpersonal, and leadership skills and demonstrated a history of high-level achievement in cross-functional organizations. • Must be able to adjust communication according to audience. • Occasional onsite customer visits • Strong problem-solving skills. • Experience with Product Life Cycle, Order Management and Manufacturing. • Knowledge of CRM systems, ERP, and/or Enterprise Resource Planning. • Ability to organize and implement technical business process solutions • Working experience on tools such as SAP BI, Tableau, PowerBI or similar. • Experience with TL9000 metrics, network performance measurement and hardware reliability. • Excellent verbal and written communication skills. PowerPoint slide development. • Excellent PC skills (MS Office) required. Preferred Qualifications: • 6+ years of experience in supporting teams managing large global complex Federal or multi-national IP-based customers. • BA/BS degree in related area or equivalent project management experience desirable • Experience, knowledge with JUNOS on Juniper MX series Routers, SRX Firewalls and PTX, QFX and EX platforms. • PMP, PRINCE2, ITILv4, Agile certification desired • Technical understanding of the following areas: ISIS, BGP, MPLS, QOS, VPNs, and network management. • Experience with Executive level communication/presentation preferred. #unitedstates Additional Skills: Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more} 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #unitedstates #operations Job: ServicesJob 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 105,500 - 243,000 in Virginia 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 HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. 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.

Company Description About Nearmap Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it. We move fast, we care about craft, and we're proud of what we're building. If you're energized by turning hard problems into real-world impact, we'd love to meet you. Role Location: Fully remote within the continental United States. Job Description About the Role We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale. Key Responsibilities Renewal Management - Ensure on-time renewals and accurate renewal forecasting across assigned accounts - Renewal quote creation, negotiations, and churn mitigation Adoption & Engagement - Develop and lead monthly enablement webinars tied to use cases and feature adoption. - Host weekly office hours and ensure relevant attendance and engagement. - Analyze low-adoption accounts and design enablement playbooks to improve usage. - Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. Onboarding & Enablement - Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT). - Partner with Customer Enablement to refine onboarding journeys and human-touch messaging. Expansion & Growth - Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners. - Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB). - Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. Churn & Risk Mitigation - Proactively identify and engage with at-risk customers via personalized outreach and playbooks. - Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal. - Update customer health scores manually when risk indicators are present outside of automated tracking. Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements. - Complies with responsibilities of working for a private company. - Complies with all local legislative requirements. - Adheres to company guidelines and the corporate Code of Conduct. - Where appropriate keeps up to date with legislative requirements. - Acts in an ethical way when dealing with company assets and other people. Qualifications Key Requirements Goals & Success Metrics - Adoption: Drive increase in monthly active users - Churn: Maintain an annual gross recurring revenue of 99% - Expansion: Generate and assist in closing upsell opportunities from usage insights. - Engagement: host weekly office hours, run recurring webinars - Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores Tools & Collaboration - Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions. - Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors. - Collaborate with: - Data & Operations for reporting and automation. - Customer Marketing for webinars, office hours, enablement resources, email campaigns. - Support & Customer Success Managers for customer escalations and retention strategy. Experience - 2-3 years experience in Customer Success, Account Management, or SaaS Support roles. - Experience managing a high-volume book of business or working in a scaled/digital CS function. - Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce. - Excellent written and verbal communication. - Passion for customer success and operational efficiency. Preferred - Gainsight certification or familiarity with digital success models. - Experience running webinars or workshops. - Experience with customer lifecycle automation or programmatic engagement strategies. Additional Information Why you'll love working at Nearmap: We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves. Nearmap offers: - In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked! - Company-sponsored volunteering days to give back. - Generous parental leave policies for growing families. - Work from Overseas Policy - explore the world in the approved list of cities while you work! - Discounted Private Health Insurance plans. - Monthly wellbeing and technology allowance. - A Nearmap subscription (naturally!). Learn More About The Work We Do: YouTube Page LinkedIn Page Thanks, but we got this! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.

• Manage national and LATAM accounts, driving strategic renewals and identifying upsell and cross-sell opportunities to expand revenue. • Apply negotiation techniques and engagement triggers to ensure retention and mitigate churn, diagnosing root causes to propose process improvements. • Act as a strategic partner by conducting assessments and proposing solutions that add value, address pain points, and drive customer growth. • Plan project cycles based on real feedback, reporting impacts and results that inform product development and new sales. • Anticipate relationship or product issues and propose changes that ensure the health and continuity of projects. • Understand the drivers of churn and cancellations with the goal of proposing process improvements and resolving bottlenecks. • Perform diagnostics and propose solutions that help clients grow. • Track outcomes related to system implementation and provide support focused on customer success. • Share project impacts and results with the company to be used as input for content, materials, and new sales. • Plan new projects and propose improvements based on feedback from previous cycles.

• Lead strategic relationships with commercial customers—earning executive trust and becoming a go-to advisor on compliance program success • Drive outcomes, not just adoption—develop success plans, track KPIs, and proactively identify risks and opportunities for growth • Guide customers through frameworks like SOC 2, ISO 27001, HIPAA, PCI, and FedRAMP—ensuring they get more than checkboxes: real, measurable progress • Own key moments across the customer journey—from onboarding to renewal—with health checks, QBRs, and tailored Mutual Action Plans • Translate voice of the customer into action—partnering cross-functionally with Product, Engineering, Sales, and Support to influence roadmap and remove friction • Champion continuous improvement—both in how our customers scale securely and in how we scale our own processes, playbooks, and strategies • Promote what’s next—drive adoption of new features and ensure Drata continues to evolve alongside each customer’s business