Customer Success Manager

Customer Success Manager

SHI's Spend Optimization Services (SOS) team helps organizations maximize the value of their technology investments through industry-leading IT Asset Management (ITAM) and Fin Ops 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…