Manager - VMware Customer Success

SHI International Corp. is a global provider of IT solutions and services. The Manager - VMware Customer Success is responsible for leading the execution of customer success initiatives for a portfolio of VMware customers, focusing on adoption, value realization, and retention.

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)

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%