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.
Track and drive timely consumption of VMware services entitlements aligned to customer priorities and renewal timelines.
Partner with Account teams to support renewal motions with health insights, adoption progress, and outcome evidence.
Coach and develop CSMs through 1:1s, deal/renewal reviews, and account planning.

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%.

Benefits

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.
Continuous professional growth and leadership opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer success planshealth scoringrisk registersVCF adoptionVMware productslicensingsubscription motionssuccess plansoutcome metricsQBRs

Soft Skills

cross-functional collaborationpeople leadershipcoachingcommunicationdocumentation disciplineoperational rigorescalation managementcustomer engagementstakeholder managementteam leadership