Customer Success Manager

Austin, TX USA

Full time

JR3630

** 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 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…