Customer Success Manager - Digital

SHI International Corp.•Austin, TX

1d•$80,000 - $120,000•Hybrid

About The Position

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, SHI.com, 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 (WebAdmin) 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.

Requirements

Completed Bachelor’s Degree or relevant work experience required
Ability to travel to SHI, Partner, and Customer Events
2-4 years of experience in a technical, business, or sales role
1+ year of experience supporting enterprise, strategic, or large-scale customer accounts.
Experience with customer onboarding, enablement, adoption management, or customer lifecycle programs.
Familiarity with catalog management, customer administration, workflow configuration, procurement systems, or customer portals.
Experience delivering customer training, demonstrations, webinars, or adoption programs.
Knowledge of customer success methodologies, adoption frameworks, customer health scoring, lifecycle management, retention strategies, and customer journey management.
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
Proficiency in using Power BI, CRM, customer success, or analytics platforms to monitor customer engagement and outcomes - Intermediate
In-depth understanding of SHI One, SHI.com, ServiceNow, CRM platforms, eCommerce platforms, or other digital commerce technologies along with cXML, OCI, PunchOut, SSO, or related customer integration technologies - Intermediate

Responsibilities

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.
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 improve the customer experience.
Lead customer onboarding efforts for SHI One and related digital platforms.
Guide customers through platform setup, administrator enablement, user activation, and adoption planning.
Deliver customer demonstrations, training sessions, webinars, office hours, and onboarding workshops.
Develop adoption strategies that increase active users, self-service transactions, and customer engagement.
Identify adoption barriers and partner with customers to develop resolution plans.
Promote digital best practices and self-service capabilities that reduce operational friction and improve customer outcomes.
Assist customers with user administration, portal configurations, catalog management, approval workflows, and digital commerce capabilities.
Support customer-specific requests involving storefront standards, account settings, workflows, and platform functionality.
Provide guidance on SHI One features, functionality, and best practices.
Coordinate with SHI One Support Specialists and technical teams to resolve customer-impacting issues.
Perform WebAdmin-related support activities when needed to support assigned customers and ensure customer success objectives are met.
Advocate for customer needs by identifying improvement opportunities and communicating enhancements to internal stakeholders.
Partner closely with sales leadership and account teams to develop segment-specific digital adoption strategies.
Support account planning activities by identifying opportunities to expand customer utilization of SHI digital capabilities.
Provide adoption insights, customer engagement metrics, and success recommendations to sales teams.
Participate in customer meetings, executive reviews, and strategic account planning sessions.
Help customers understand and leverage the full value of SHI's digital ecosystem.
Monitor customer health, onboarding progress, adoption trends, and platform utilization metrics.
Analyze customer behaviors and identify opportunities to improve customer experience and adoption outcomes.
Contribute to customer success playbooks, onboarding materials, training resources, and enablement content.
Support customer feedback programs and communicate enhancement opportunities to product teams.
Help drive operational improvements that increase efficiency, reduce support demand, and improve customer outcomes.