Manager - VMware Customer Success

SHI International•Austin, TX

6d•$100,000 - $200,000

About The Position

Manager - VMware Customer Success is responsible for leading day‑to‑day execution of the Customer Success motion for a portfolio of VMware by Broadcom customers, with a focus on VMware Cloud Foundation (VCF) adoption, value realization, and retention. This role partners closely with Sales, Services, and Broadcom stakeholders to operationalize success plans, run executive and working‑level governance, and proactively manage risks to renewal. The Manager coaches Customer Success Managers (CSMs), drives consistent process execution, and ensures accurate reporting on health, consumption, adoption, and outcomes.

Requirements

Completed Bachelor’s degree or relevant work experience
5+ years of experience in Customer Success, Post ‑Sales, Technical Account Management, or Services within enterprise technology
2+ years of people leadership or team‑lead experience (direct or matrix leadership)
Working knowledge of VMware products and licensing/subscription motions; familiarity with VMware Cloud Foundation (VCF) strongly preferred
Proven ability to drive adoption and retention using structured success plans and outcome metrics
Strong cross‑functional collaboration skills with Sales, Services delivery, and vendor/partner stakeholders
Comfort operating with executive stakeholders and facilitating QBRs and escalation management
Excellent written and verbal communication, documentation discipline, and operational rigor
Ability to travel 20%
The ability to strategically develop, retain, and optimize employee skills and leadership potential within an organization, ensuring a high-performing workforce aligned with business goals.
Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth.
The ability to effectively engage with customers and provide personalized service solutions that meet their specific needs and enhance satisfaction.
Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes, to inform decision-making and drive sustainable growth.
Skilled in creating engaging presentations with Microsoft PowerPoint, including customizing layouts, incorporating multimedia, and applying transition effects.

Responsibilities

Own and execute customer success plans across onboarding, adoption, optimization, and renewal for assigned accounts.
Maintain customer health scoring and risk registers; drive mitigation plans and escalate issues proactively.
Run operating cadence including customer touchpoints, governance meetings, and quarterly business reviews (QBRs).
Guide customers through VCF adoption roadmaps, aligning platform capabilities to targeted business outcomes.
Coordinate assessments, Jumpstart engagements, and adoption milestones with Services and Technical teams.
Capture and document measurable outcomes (e.g., modernization progress, operational efficiency, security posture, cost optimization).
Track and drive timely consumption of VMware services entitlements aligned to customer priorities and renewal timelines.
Partner with Services leadership to coordinate resources, schedules, and delivery dependencies.
Ensure customers understand entitlement value and how to apply services to accelerate time‑to‑value.
Partner with Account teams to support renewal motions with health insights, adoption progress, and outcome evidence.
Identify expansion opportunities based on maturity, usage patterns, and business needs; coordinate internal follow‑through.
Support creation of customer references, success stories, and case study inputs.
Coach and develop CSMs through 1:1s, deal/renewal reviews, and account planning.
Ensure consistent use of tools, templates, and playbooks; reinforce process compliance and data quality.
Provide input to hiring, onboarding, and skills development (including VMware/Broadcom enablement and certifications).