Customer success executive for HCL Digital Experience (DX)

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.