Customer Success Manager

About UsSince 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 The Customer Success Manager is a strategic leader dedicated to driving long-term client value, fostering strong partnerships, and ensuring a seamless experience across SHI Services clients. In this highly visible, customer-facing role, you will independently manage relationships, coordinate across departments, and proactively execute strategies that enhance engagement and loyalty. This position demands a results-oriented individual with exceptional communication skills, operational leadership, and a commitment to customer-centric innovation. The Customer Success Manager is responsible for onboarding customers, guiding them through their product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a subject matter expert, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives. The Customer Success Manager will analyze consumption reports, manage service delivery workflows, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust. Role Description

• Strategic Leadership: Collaborate with the VP of Customer Experience to develop and execute a customer success strategy aligned with SHI Services objectives and priorities.
• Customer Experience: Champion a customer-first culture, implementing initiatives to enhance satisfaction and drive retention.
• Onboarding & Activation: Optimize the onboarding process to accelerate adoption and maximize customer value realization.
• Service Excellence: Set high standards for service delivery, ensuring rapid response times, effective issue resolution, and clear customer communication.
• Data-Driven Insights: Leverage analytics and customer feedback to refine strategies, identify improvement areas, and measure success.
• Cross-Functional Collaboration: Partner with project management, sales, marketing, and service teams to ensure a seamless customer journey and drive innovation.
• Customer Growth & Retention: Monitor customer health metrics, mitigate churn risks, and identify opportunities for expansion through up-selling and cross-selling.
• Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth
• Proactively monitor customers’ satisfaction with SHI Services
• Track and manage client sentiment escalations with the project managers, account executives, delivery resources and other SHI team members.
• Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback
• Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies
• Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
• Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities
• Provide support and direction to project teams to ensure successful delivery and synchronization of service projects
• Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
• Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs

Behaviors and Competencies

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
• Impact and Influence: Can persuade others to consider different perspectives.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Business Acumen: Can analyze financial and operational data to make informed decisions.
• Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others’ emotions in moderate situations.
• Results Orientation: Can set personal goals and work towards them, achieving results consistently.
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

Skill Level Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required
• Ability to travel to SHI, Partner, and Customer Events
• 2-4 years of experience in a technical, business, or sales role

The estimated annual pay range for this position is $156,000 - $222,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status