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Senior Customer Success Specialist Engineer - Security



Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, August 18, 2023

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Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

As a technical professional interested in cyber security, you will be working with leading-edge tools and products used by our customers to protect their enterprises from cyber attacks while advising customers on best practices in implementing those products.

You will be working with a fantastic team of ‘smart people who care’, and who are focused on ensuring that customers are getting the most outstanding value from their investment in our products.

You will have the opportunity to explore advanced topics, tools, and techniques to advance security practices while influencing the development of the next generations of VMware/Carbon Black products.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?

Within your first 6 months

  • You will be expected to become familiar with the fundamental capabilities and functionalities of VMware/Carbon Black products through a combination of self-directed and instructor-led product training, one-to-one discussion with team members, and various knowledge resources.

  • You will begin to gain specialized knowledge in particular areas of one or more products, sufficient to participate in technically-focused conversations with customers and colleagues.

  • You will become familiar with the various value-added services that the CSE group provides customers, such as Technical Assessments and Whiteboarding sessions, as well as the tools and resources used to deliver them.

  • You will be assigned one or more Customer Success Managers (CSMs) you will support as a technical resource for their customer portfolio.

  • As you join regularly scheduled cadence meetings with those customers, you will become familiar with the customers’ team members, product use-cases, security objectives, and success criteria.

  • You will become familiar with the Technical Support process and resources used to track customer product issues.

After 6 months+

  • You will have continued to strengthen your understanding of the technical aspects of one or more VMware/Carbon Black products sufficient to begin to be able to initiate and/or lead technical discussions on those aspects, potentially leading whiteboarding sessions on one or more topics.

  • You will likely be assigned to one or more additional CSMs and associated customers to support.

  • As appropriate, you will be given the opportunity to initiate and lead Technical Assessments and Customer Usage Review sessions with customers; This will lead to identifying at-risk customers and supporting the CSM in their development of customer success plans. After 12 months+

  • As appropriate, you will continue to expand your product knowledge and customer-facing skills.

  • You will be allowed to initiate and lead more advanced projects, including developing technical resources to be used by the team to deliver value-added services.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?

You will work independently or as part of a CSE team on customer engagements to ensure customer retention and drive customer value realization. This often includes these various activities (and others, as appropriate):

  • Proactively identify customers who are not following the best practices and are at risk technically

  • Partner with Customer Success Managers (CSM) using an established prioritization process to conduct annual Technical Health Assessments with customers

  • Review various aspects of product configuration and implementation to identify areas of improvement

  • Work collaboratively with Support, Engineering, and Professional Services teams to ensure issues are resolved on time

  • Collaborate with stakeholders on Customer Success and Sales team to strategize on customer account plans.

  • Experience of at least 5 years in the Cybersecurity industry is required

What is the leadership like for this role? What is the structure and culture of the team like?

You will work independently or as part of a CSE team on customer engagements to ensure customer retention and drive customer value realization. The personnel will have the ability to influence cross-functional teams without formal authority. The person will report to the Director of Customer Success Engineering. The team greatly believes in collaboration. We work as one team to retain any customer.

Where is this role located?

Remote: this role is fully remote and can be based in the Mountain, Central or Eastern time zone in the USA. This role requires 10-20% travel.

What are the benefits and perks of working at VMware?

A competitive and comprehensive benefits package will support you and your loved ones. Below are some highlights, or you can view the complete benefits package by visiting

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

  • Generous Time Off Programs

  • 40 hours of paid time to volunteer in your community

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

  • Financial contributions to your ongoing development (conference participation, training, course work, etc.)

  • Wellness reimbursement and online fitness and well-being class


Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of the possibilities. Where everyone is empowered to achieve success on their terms. And together, we are crafting the future of business in a digital world.

At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: We want to hire epic people who enhance our diverse culture – people who will push us, amaze us, and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity:

This job requisition is not eligible for employment-based immigration sponsorship by VMware


For US based candidates, the annual pay range (OTE for commissioned roles; Salary for other roles) for this position is: $171,000 - $308,000. The actual offer will be based on the role, location, and individual candidate experience. Bonus, commission, and/or equity may be eligible for this position. VMware offers comprehensive benefits including, but not limited to: medical, dental, and vision plans, company paid holidays, paid sick leave, and vacation time. Additional benefits for this position can be found at Your talent advisor can share more about the specific salary range for your preferred location during the hiring process.This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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