Manager - VMware Customer Success
SHI International Corp. · Austin, TX
- On site
- Full-time
- $150,000 / year
- Austin, TX
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Manager - VMware Customer Success
SHI International Corp. · Austin, TX
Riley Chen
Hiring Manager · h•••••@shi.wd12.myworkdayjobs.com
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Subject: Interested in the Manager - VMware Customer Success role at SHI International Corp.
Hi Riley — I came across the Manager - VMware Customer Success opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and SHI International Corp. stood out because…
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Not recommended alone — most applicants never hear back.
Job highlights
- Lead customer success for VMware Cloud Foundation adoption.
- Partner with Sales, Services, and Broadcom stakeholders.
- Drive customer value realization and retention.
- Coach and develop Customer Success Managers.
- Manage customer health, risks, and renewals.
About the role
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).
Key skills/competency
- Customer Success Management
- VMware Cloud Foundation (VCF)
- Customer Retention
- Adoption Roadmaps
- Service Entitlement Consumption
- Renewal Management
- Team Leadership
- Cross-functional Collaboration
- QBR Facilitation
- Risk Management
Skills & topics
- Customer Success Manager
- VMware
- Broadcom
- VMware Cloud Foundation
- VCF
- Customer Retention
- Adoption
- Value Realization
- IT Solutions
- Enterprise Technology
- Leadership
- Account Management
- Technical Account Manager
- Sales Support
- Services Delivery
- QBR
- Customer Onboarding
- Customer Optimization
- Renewal Management
- Team Management
How to get hired
- Tailor your resume: Highlight experience with VMware, VCF, customer success, and leadership.
- Showcase leadership skills: Emphasize your experience coaching teams and driving results.
- Quantify achievements: Use metrics to demonstrate impact on adoption and retention.
- Prepare for behavioral questions: Practice scenarios showcasing problem-solving and strategic thinking.
- Research SHI's culture: Understand their focus on customer-centricity and technology solutions.
Technical preparation
Deepen VCF knowledge and technical architecture.,Master CRM tools for customer data analysis.,Understand VMware licensing and subscription models.,Practice presentation skills for QBRs.
Behavioral questions
Describe a time you managed a customer renewal.,How have you driven customer adoption of new technology?,Share an example of a cross-functional collaboration success.,How do you coach and develop team members?
Prefer to apply the usual way?
Not recommended alone — most applicants never hear back. Email the hiring manager first.
Frequently asked questions
- What is the primary focus of the Manager - VMware Customer Success role at SHI?
- The primary focus of this role is to lead the day-to-day execution of the Customer Success motion for VMware by Broadcom customers, concentrating on VMware Cloud Foundation (VCF) adoption, value realization, and customer retention.
- What are the key responsibilities for managing customer success at SHI?
- Key responsibilities include executing customer success plans, maintaining customer health scores, running governance meetings like QBRs, guiding customers through VCF adoption roadmaps, ensuring consumption of services entitlements, and partnering with sales for renewals and expansion.
- What experience is required for the Manager - VMware Customer Success position?
- The role requires a Bachelor's degree or equivalent experience, 5+ years in Customer Success, Post-Sales, TAM, or Services in enterprise tech, and 2+ years of people leadership. Familiarity with VMware products, especially VCF, is strongly preferred.
- How does SHI support professional growth for its employees?
- SHI International Corp. offers continuous professional growth and leadership opportunities, along with health, wellness, and financial benefits, and access to world-class facilities and technology.
- What kind of VMware products and licensing knowledge is expected for this role?
- A working knowledge of VMware products and licensing/subscription motions is required. Familiarity with VMware Cloud Foundation (VCF) is strongly preferred, as the role centers around its adoption and value realization.
- What is the estimated annual pay range for the Manager - VMware Customer Success role?
- The estimated annual pay range for this position is $100,000 - $200,000, which includes a base salary and bonus. Actual compensation will vary based on factors like experience, skills, and location.
- Does SHI require travel for the Manager - VMware Customer Success position?
- Yes, the role requires the ability to travel up to 20% to support customer engagements and business needs.
- What are the essential 'Behaviors and Competencies' for this role at SHI?
- Essential competencies include a Customer-Centric Mindset, strong Communication, Leadership, Empathy, Relationship Building, Problem-Solving, Strategic Thinking, Results Orientation, Adaptability, and Emotional Intelligence.