Customer Success Manager - Digital

## Customer Success Manager - Digital Apply:
Austin, TX USA:
Somerset, NJ USA:
Full time:
Posted Today:
JR3805#
** 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
** The Digital Customer Success Manager is responsible for driving customer adoption, engagement, and long-term success across SHI's digital commerce ecosystem, including SHI One, , and related digital solutions. This role serves as the primary digital point of contact for an assigned sales segment and customer portfolio, helping customers maximize the value of SHI's digital capabilities while supporting strategic business objectives.
Acting as a trusted advisor, the Digital Customer Success Manager partners closely with Sales, Customer Experience, Product Management, Engineering, and Support teams to accelerate customer onboarding, increase platform adoption, improve customer satisfaction, and drive self-service utilization. This role blends customer success, digital enablement, account management, and operational support responsibilities.
While primarily focused on customer engagement and value realization, the Digital Customer Success Manager also supports customer configurations, portal administration, onboarding requests, and select SHI One Support Specialist (Web Admin) activities to ensure a seamless and high-touch customer experience within their assigned segment.
This position is required to report to the SHI office in Austin, TX or Somerset, NJ on a hybrid schedule as determined by management.
** Role Description*
* ** Strategic Customer Onboarding & Tenant Management
*** Lead white-glove onboarding and tenant enablement for strategic and pilot customers.
* Coordinate tenant setup, including account alignment, users, storefronts, catalogs, access, and workflows.
* Partner with Sales, Product, Customer Experience, Support, and Engineering to validate requirements, risks, and launch readiness.
* Develop onboarding plans, guide customer administrators, and communicate supported capabilities, limitations, and configuration decisions.
* Monitor onboarding progress, adoption, and support needs; escalate blockers and coordinate resolution.
* Document tenant decisions and customer feedback, route enhancement requests to the Product backlog, and improve reusable onboarding playbooks.  
** Customer Success & Relationship Management
*** Serve as the primary digital advocate and point of contact for an assigned customer portfolio and sales segment.
* Build and maintain strong relationships with customer administrators, procurement teams, business stakeholders, and sales teams.
* Conduct customer business reviews focused on platform adoption, engagement, customer goals, and value realization.
* Develop success plans that align SHI digital capabilities with customer business objectives.
* Drive customer satisfaction, digital engagement, and retention through proactive relationship management.
* Act as the voice of the customer by capturing feedback and partnering with Product and Engineering teams to…