Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
About the role
- Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.
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.
- 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.
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