Customer Success Manager

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.

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.

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.

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, 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.

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.

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.

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.

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.

Drive adoption of SOS recommendations, services, and strategic…