Digital Adoption & Success Manager

SHI International; Northern (KY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

SHI International seeks a Digital Customer Success Manager to drive adoption and value realization across SHI's digital commerce ecosystem. You will be the primary digital contact for a sales segment, partnering with Sales, Product, Engineering, and Support to onboard, train, and enable customers for SHI One and related platforms.

This hybrid role supports onboarding, tenant management, and ongoing customer advocacy across strategic accounts.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Experience with customer onboarding, enablement, adoption programs, or lifecycle management.
• Strong communication and relationship-management skills.

Responsibilities

• Lead onboarding and tenant enablement for strategic customers.
• Act as primary digital advocate for assigned portfolio and coordinate with Sales, Product, Engineering, and Support.
• Develop adoption strategies, conduct training sessions, webinars, and workshops.
• Monitor onboarding progress and drive platform adoption and self-service usage.
• Document decisions, capture feedback, and contribute to product backlog improvements.

Skills

Word

Excel

PowerPoint

Outlook

Power BI

CRM

Customer success

Analytics

Education

Bachelor's Degree

Relevant work experience

Tools

SHI One

SHI.com

ServiceNow

CRM platforms

eCommerce platforms

cXML

PunchOut

SSO

Job description

SHI International seeks a Digital Customer Success Manager to drive adoption and value realization across SHI's digital commerce ecosystem. You will be the primary digital contact for a sales segment, partnering with Sales, Product, Engineering, and Support to onboard, train, and enable customers for SHI One and related platforms.

This hybrid role supports onboarding, tenant management, and ongoing customer advocacy across strategic accounts.