Customer Success Manager

shi; United States; Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Diversity & Inclusion

Growth Opportunities

Health Benefits

Modern Facilities

Job summary

SHI International Corp. is seeking a Customer Success Manager within the Spend Optimization Services (SOS) team. You will serve as a strategic advisor and trusted partner for managed services customers, ensuring measurable business outcomes from SHI investments.

This role manages customer relationships, facilitates executive engagement, leads governance discussions, and coordinates cross-functional teams to drive adoption, retention, advocacy, and growth.

Qualifications

• Develop trusted advisor relationships with executive, operational, financial, and technical stakeholders.
• Create and maintain Customer Success Plans aligned with business objectives and desired outcomes.
• Track, document, and communicate verified customer outcomes.
• Conduct regular reviews of customer progress, risks, and opportunities.
• Coordinate renewal business cases and ROI validation efforts.

Responsibilities

• Serve as the primary strategic point of contact for assigned customers.
• Develop trusted advisor relationships with executive, operational, financial, and technical stakeholders.
• Understand customer business objectives, priorities, challenges, and desired outcomes.
• Act as the voice of the customer within SHI and advocate for customer needs across the organization.
• Create and maintain customer Success Plans aligned with business objectives and desired outcomes.
• Define measurable success criteria, milestones, KPIs, and outcome metrics.
• Track, document, and communicate verified customer outcomes.
• Lead Quarterly Customer Objective Reviews and Executive Business Reviews.
• Own customer retention strategies and renewal readiness activities.
• Coordinate renewal business cases and ROI validation efforts.
• Partner with Sales, Solution Architects, and Service Delivery teams to support growth initiatives.

Skills

Executive engagement

Stakeholder management

Customer relationship management

Cross-functional coordination

Renewal & retention strategies

Job description

About Us

Since 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

SHI's Spend Optimization Services (SOS) team helps organizations maximize the value of their technology investments through industry-leading IT Asset Management (ITAM) and FinOps services. The Customer Success Manager (CSM) serves as a strategic advisor and trusted partner for managed services customers, ensuring they achieve measurable business outcomes from their investment in SHI.

This customer-focused and commercially minded role is responsible for managing customer relationships, facilitating executive engagement, leading governance discussions, and coordinating cross-functional teams to drive customer adoption, retention, advocacy, and growth.

Success in This Role

A successful Customer Success Manager consistently transforms service delivery into measurable business outcomes, builds executive-level customer relationships, demonstrates value through documented results, drives high customer satisfaction, protects recurring revenue, and identifies opportunities to expand SHI's strategic partnerships with customers.

Role Description

Customer Relationship Management

• Serve as the primary strategic point of contact for assigned customers.
• Develop trusted advisor relationships with executive, operational, financial, and technical stakeholders.
• Understand customer business objectives, priorities, challenges, and desired outcomes.
• Act as the voice of the customer within SHI and advocate for customer needs across the organization.

Success Planning & Value Realization

• Create and maintain customer Success Plans aligned with business objectives and desired outcomes.
• Define measurable success criteria, milestones, key performance indicators (KPIs), and outcome metrics.
• Track, document, and communicate verified customer outcomes.
• Conduct regular reviews of customer progress, risks, and opportunities.
• Ensure all customer engagements demonstrate measurable return on investment (ROI) and strategic value.

Customer Health Management

• Monitor and maintain customer health using established health-scoring frameworks.
• Identify risk indicators, adoption challenges, stakeholder concerns, and service delivery issues.
• Proactively execute risk mitigation plans and recovery strategies for at-risk customers.

Governance & Executive Reviews

• Lead Quarterly Customer Objective Reviews (CORs).
• Facilitate Annual and Pre-Renewal Executive Business Reviews (EBRs).
• Coordinate executive briefings and value-focused business discussions.
• Present customer health metrics, business outcomes, roadmap progress, risks, and opportunities.

Renewal & Expansion Management

• Own customer retention strategies and renewal readiness activities.
• Coordinate renewal business cases and ROI validation efforts.
• Identify expansion opportunities aligned with customer objectives.
• Partner with Sales, Solution Architects, and Service Delivery teams to support growth initiatives.
• Maintain visibility into renewal risks and forecast accuracy.

Cross-Functional Orchestration

• Coordinate activities across Sales, Solution Architects, Project Managers, Consultants, Service Delivery teams, and Executive Sponsors.
• Participate in customer handoff activities from sales through onboarding and ongoing operations.
• Drive accountability for customer success across all contributing teams.
• Ensure a seamless customer experience throughout the engagement lifecycle.

Adoption & Advocacy Programs

• Drive adoption of SOS recommendations, services, and strategic initiatives.
• Facilitate Voice of the Customer programs.
• Manage customer satisfaction initiatives, including CSAT and NPS programs.
• Develop customer references, testimonials, case studies, and advocacy opportunities in partnership with Marketing.
• Identify participants for Customer Advisory Boards (CABs) and other customer engagement programs.

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 communicatio