Customer Success Manager

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 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 Ability to build and maintain executive-level customer relationships. Strong customer success, account management, consulting, and strategic advisory capabilities. Ability to develop and execute customer success plans aligned with business objectives. Strong analytical skills to define, measure, and communicate KPIs, outcomes, ROI, and customer health metrics. Ability to identify risks, manage customer concerns, and implement recovery strategies. Strong presentation, facilitation, and governance review skills. Ability to coordinate and influence cross-functional teams across multiple disciplines. Strong customer advocacy and relationship management skills. Ability to manage multiple enterprise customer relationships simultaneously. Commercial acumen with the ability to identify growth and expansion opportunities. Strong communication and stakeholder management skills across technical, operational, financial, and executive audiences. Other Requirements Bachelor’s degree in Business, Information Technology, Finance, Management, or a related field, or equivalent work experience. 5+ years of experience in Customer Success, Account Management, Program Management, Consulting, IT Services, or a related field. Experience managing executive-level customer relationships. Experience leading governance reviews, business reviews, and customer planning sessions. Experience working in technology, software, cloud, managed services, IT Asset Management (ITAM), FinOps, procurement, or consulting environments. Proven ability to manage multiple enterprise customer relationships simultaneously. Ability to travel to SHI, Partner, and Customer Events Preferred Experience with IT Asset Management (ITAM) programs. Experience with FinOps, Cloud Financial Management, or cloud optimization services. Experience supporting managed services customers. Familiarity with customer success platforms, CRM systems, and customer health-scoring frameworks. The following certifications are preferred: FinOps Certified Practitioner ITIL Project Management Professional (PMP) Certified ScrumMaster (CSM) Customer Success certifications The estimated annual pay range for this position is $57,000 - $85,000 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