Customer success executive for HCL Digital Experience

Client Success Executive – HCL Digital Experience (DX)

Role Overview

The Client Success Executive (CSE) plays a pivotal role in ensuring HCL DX customers achieve their strategic goals and realize the full value of their investment. Acting as a trusted advisor and advocate, the CSE will engage customers throughout their lifecycle—driving adoption, delivering measurable business outcomes, and fostering long-term partnerships.

This role demands a blend of customer relationship management, strategic thinking, and technical understanding of digital experience platforms. The ideal candidate has 5–10 years of experience in customer-facing roles, ideally within enterprise software or with prior exposure to HCL DX (formerly IBM WebSphere Portal/DX).

Key Responsibilities

1. Customer Engagement & Relationship Management

- Serve as the primary point of contact and trusted advisor for assigned HCL DX customers.
- Understand customer business objectives and align HCL DX solutions to deliver measurable outcomes.
- Build and maintain strong, long-term relationships with key stakeholders.
- Establish structured communication and feedback mechanisms to proactively address customer needs.

2. Onboarding & Adoption

- Lead customers through onboarding, ensuring a smooth implementation and early adoption of HCL DX.
- Facilitate enablement sessions and guide customers toward achieving their initial success milestones.
- Monitor adoption progress and identify opportunities to accelerate time-to-value.

3. Value Realization & Expansion

- Conduct value assessments to demonstrate how HCL DX drives customer success.
- Identify and promote additional use cases and advanced HCL DX capabilities.
- Collaborate with customers to expand platform usage and adoption.

4. Proactive Support & Customer Health

- Continuously monitor customer health metrics to identify risks or potential challenges.
- Intervene proactively to resolve issues and ensure a positive customer experience.
- Partner with internal support teams to provide timely solutions and guidance.

5. Customer Success Planning

- Develop and execute Customer Success Plans that define objectives, milestones, and engagement strategies.
- Segment customers and tailor success plays for high-touch accounts.
- Deliver customer success presentations and utilization reports to highlight value achieved.

6. Cross-Functional Collaboration

- Work closely with Sales, Product Management, and Support teams to drive customer satisfaction.
- Share insights and feedback to inform product development and roadmap planning.
- Participate in quarterly reviews with Customer Success leadership to assess progress and refine strategies.

7. Renewal & Growth

- Drive customer retention by fostering long-term relationships focused on value, not just renewal.
- Identify upsell and cross-sell opportunities that align with customer goals.
- Contribute to renewal and expansion targets by reinforcing HCL DX's business impact.

8. Digital Experience Expertise

- Maintain a deep understanding of HCL DX capabilities—content creation, APIs, cloud deployment, and security.
- Advise customers on leveraging DX for initiatives such as modernization, migration to cloud-native environments, and user engagement optimization.
- Stay updated on product updates, new features, and best practices.

Qualifications

- 5–10 years of experience in Customer Success, Account Management, or Consulting roles.
- Strong background in Digital Experience platforms or Enterprise Software solutions.
- Proven ability to engage senior stakeholders and drive measurable outcomes.
- Excellent communication, presentation, and problem-solving skills.
- Familiarity with HCL DX or IBM WebSphere Portal/DX is highly preferred.