Strategic Customer Success Manager: Onboarding & Growth

SHI International Corp.; New Jersey; On-site; USD 100,000 - 200,000; Full time

Benefits offered by this job

Diversity commitment

Growth opportunities

Health and financial benefits

World‑class facilities

Job summary

SHI International Corp. in New Jersey seeks a Customer Success Manager to onboard customers, guide them through their product or service lifecycle, and ensure retention and growth through strategic reviews.

You will serve as SME for platforms, analyze consumption reports, manage service delivery workflows, collaborate with sales and delivery teams to align offerings with customer objectives, and drive renewals and co‑selling opportunities.

Qualifications

• Completed bachelor’s degree or relevant work experience.
• 2–4 years of experience in a technical, business, or sales role.
• 1+ year experience in a Cisco dedicated sales support/subject‑matter expert position selling, quoting, and managing Cisco Support Services & Software contracts, including Enterprise Agreements for customers and account executives.
• Proficiency in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW‑R) & EAMP portal.
• Ability to travel to SHI, partner, and customer events.

Responsibilities

• Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth.
• Function as the subject‑matter expert (SME) for specific platforms, tools, or services relevant to the role.
• 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.
• Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers.
• Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs.

Skills

Word

Excel

PowerPoint

Outlook

Education

Bachelor’s degree

Tools

Microsoft Dynamics AX

CCW-R portal

Job description

SHI International Corp. in New Jersey seeks a Customer Success Manager to onboard customers, guide them through their product or service lifecycle, and ensure retention and growth through strategic reviews.

You will serve as SME for platforms, analyze consumption reports, manage service delivery workflows, collaborate with sales and delivery teams to align offerings with customer objectives, and drive renewals and co‑selling opportunities.