Job Details

Overview

Customer Success Manager – Hybrid Cloud (TruScale Services) at Lenovo. This role is a strategic partner responsible for managing post-sales customer relationships across hybrid cloud environments, ensuring smooth onboarding, accurate billing, ongoing adoption, and sustained value realization for enterprise clients. The CSM serves as the trusted advisor and primary point of contact post-sale, contributing to customer satisfaction, retention, expansion, and long-term revenue growth.

Key Responsibilities

• Customer Relationship Management: Serve as the trusted advisor and main point of contact for enterprise customers post-sale, building strong, long-term relationships.
• Service Delivery Onboarding: Lead the end-to-end onboarding process, ensuring seamless implementation and adoption of TruScale services.
• Billing Oversight: Ensure billing accuracy through close tracking of usage data for fixed and variable consumption models, resolving discrepancies proactively.
• Customer Success Retention: Drive renewals and revenue growth by identifying upsell and cross-sell opportunities through proactive engagement and deep understanding of customer needs.
• Business Reviews / Success Planning: Conduct regular business reviews, develop customer success plans, and align stakeholders on shared goals and outcomes.
• Cross-Functional Coordination: Collaborate with internal teams (Sales, Product, Support, Legal, Finance) to deliver on customer expectations and resolve issues efficiently.
• Voice of the Customer: Advocate for customer needs and feedback in internal meetings to drive product and process improvements.
• Customer Health Monitoring: Track and analyze customer health metrics to anticipate risks and implement strategies to ensure high satisfaction and retention.

Qualifications

Basic Qualifications

• Bachelor's degree in Business, Information Technology, or a related field
• 5+ years of experience in customer success, account management, or cloud services delivery (preferably in enterprise or B2B environments)
• Proven ability to manage complex customer relationships and coordinate across multiple internal stakeholders
• Strong understanding of hybrid cloud technologies, as-a-service models (e.g., IaaS, PaaS), and usage-based billing
• Excellent communication, presentation, and stakeholder management skills
• Analytical mindset with the ability to interpret customer data and drive actionable insights
• Highly organized, self-motivated, and comfortable with ambiguity in a fast-paced environment

Preferred Qualifications

• Experience with TruScale or other consumption-based infrastructure services (e.g., HPE GreenLake, Dell APEX, AWS, Azure)
• Familiarity with tools such as Salesforce, Gainsight, or other customer success platforms
• ITIL, PMP, or CSM certification is a plus
• Technical background or experience working closely with cloud engineering or architecture teams
• Multinational or global customer experience a strong plus

The base salary budgeted range for this position is $100k - 145K. Individuals may also be considered for bonus and/or commission. Lenovo's benefits can be found at www.lenovobenefits.com.

In compliance with Colorado's EPEWA, the expected application deadline for this position is November 27, 2025. This applies to both external and internal candidates.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.