Customer Success Manager - Digital

Digital Customer Success Manager

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.

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 improve the customer experience.

Customer Onboarding & Adoption

• 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.

Digital Enablement & Customer Advocacy

• 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.

Sales Segment Partnership

• 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.

Customer Insights & Continuous Improvement

• 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.

Behaviors and Competencies

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
• Impact and Influence: Can persuade others to consider different perspectives.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Business Acumen: Can analyze financial and operational data to make informed decisions.
• Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others' emotions in moderate situations.
• Results Orientation: Can set personal goals and work towards them, achieving results consistently.
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

Skill Level Requirements

• 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

Other 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 base salary range for this position is $80,000 - $120,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus, are $100,000 - $150,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity M/F/Disability/Protected Veteran Status