Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
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.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.