SHI International Corp. · 17 hours ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
$156K/yr - $222K/yr
2+ years expSHI International Corp. is a $16 billion global provider of IT solutions and services dedicated to helping organizations through technology. The Customer Success Manager is responsible for driving long-term client value, managing relationships, and ensuring a seamless experience across SHI Services clients by onboarding customers and guiding them through their product lifecycle.
HardwareInformation TechnologySoftware
Responsibilities
Collaborate with the VP of Customer Experience to develop and execute a customer success strategy aligned with SHI Services objectives and priorities
Champion a customer-first culture, implementing initiatives to enhance satisfaction and drive retention
Optimize the onboarding process to accelerate adoption and maximize customer value realization
Set high standards for service delivery, ensuring rapid response times, effective issue resolution, and clear customer communication
Leverage analytics and customer feedback to refine strategies, identify improvement areas, and measure success
Partner with project management, sales, marketing, and service teams to ensure a seamless customer journey and drive innovation
Monitor customer health metrics, mitigate churn risks, and identify opportunities for expansion through up-selling and cross-selling
Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth
Proactively monitor customers’ satisfaction with SHI Services
Track and manage client sentiment escalations with the project managers, account executives, delivery resources and other SHI team members
Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback
Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies
Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities
Provide support and direction to project teams to ensure successful delivery and synchronization of service projects
Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs
Qualification
Required
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
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate
Exceptional communication skills
Operational leadership
Commitment to customer-centric innovation
Ability to analyze consumption reports
Ability to manage service delivery workflows
Ability to maintain effective communication with customers and internal teams
Ability to build strong customer relationships
Ability to collaborate with internal teams to align offerings with customer objectives
Benefits
Medical
Vision
Dental
401K
Flexible spending
Company
SHI International Corp.
Think of SHI as your personal technology concierge.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Thai Lee
President and CEO
Dave Gruver
Field Chief Technology Officer
Recent News
Government Technology US
2025-11-08
Business Wire
2025-11-08
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