Manager - VMware Customer Success

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive - in our offices or yours.

Job Summary

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.

Role Description

• Customer Success Execution

• 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).

• VCF Adoption & Outcome Delivery

• 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).

• Services Entitlement Consumption

• 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.

• Renewal & Expansion Partnership

• 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.

• Team Leadership & Enablement

• 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).

Behaviors and Competencies

• Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.

• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.

• Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.

• Empathy: Can take ownership of fostering an empathetic culture, collaborate with others in resolving conflicts, and drive emotional well-being.

• Relationship Building: Can take ownership of complex team initiatives, collaborate with diverse groups, and drive results through effective relationship management.

• Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.

• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

• Results Orientation: Can set strategic goals for the organization and lead multiple teams to achieve these goals, demonstrating a strong orientation towards results.

• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.

• Emotional Intelligence: Can use emotional information to guide thinking and behavior, manage and/or adjust emotions to adapt to environments or achieve one's goal(s), and help others do the same.

Skill Level Requirements

• 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. - Expert

• 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. - Expert

• The ability to effectively engage with customers and provide personalized service solutions that meet their specific needs and enhance satisfaction. - Expert

• 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. - Expert

• Skilled in creating engaging presentations with Microsoft PowerPoint, including customizing layouts, incorporating multimedia, and applying transition effects. - Expert

Other 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 estimated annual pay range for this position is $100,000 - $200,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status