Customer Success Manager

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 growth initiatives.

• Maintain visibility into renewal risks and forecast accuracy.

Cross-Functional Orchestration

• Coordinate activities across Sales, Solution Architects, Project Managers, Consultants, Service Delivery teams, and Executive Sponsors.

• Participate in customer handoff activities from sales through onboarding and ongoing operations.

• Drive accountability for customer success across all contributing teams.

• Ensure a seamless customer experience throughout the engagement lifecycle.

Adoption & Advocacy Programs

• Drive adoption of SOS recommendations, services, and strategic initiatives.

• Facilitate Voice of the Customer programs.

• Manage customer satisfaction initiatives, including CSAT and NPS programs.

• Develop customer references, testimonials, case studies, and advocacy opportunities in partnership with Marketing.

• Identify participants for Customer Advisory Boards (CABs) and other customer engagement programs.

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

• Ability to build and maintain executive-level customer relationships.

• Strong customer success, account management, consulting, and strategic advisory capabilities.

• Ability to develop and execute customer success plans aligned with business objectives.

• Strong analytical skills to define, measure, and communicate KPIs, outcomes, ROI, and customer health metrics.

• Ability to identify risks, manage customer concerns, and implement recovery strategies.

• Strong presentation, facilitation, and governance review skills.

• Ability to coordinate and influence cross-functional teams across multiple disciplines.

• Strong customer advocacy and relationship management skills.

• Ability to manage multiple enterprise customer relationships simultaneously.

• Commercial acumen with the ability to identify growth and expansion opportunities.

• Strong communication and stakeholder management skills across technical, operational, financial, and executive audiences.

Other Requirements

• Bachelor’s degree in Business, Information Technology, Finance, Management, or a related field, or equivalent work experience.

• 5+ years of experience in Customer Success, Account Management, Program Management, Consulting, IT Services, or a related field.

• Experience managing executive-level customer relationships.

• Experience leading governance reviews, business reviews, and customer planning sessions.

• Experience working in technology, software, cloud, managed services, IT Asset Management (ITAM), FinOps, procurement, or consulting environments.

• Proven ability to manage multiple enterprise customer relationships simultaneously.

• Ability to travel to SHI, Partner, and Customer Events

Preferred

• Experience with IT Asset Management (ITAM) programs.

• Experience with FinOps, Cloud Financial Management, or cloud optimization services.

• Experience supporting managed services customers.

• Familiarity with customer success platforms, CRM systems, and customer health-scoring frameworks.

The following certifications are preferred:

• FinOps Certified Practitioner

• ITIL

• Project Management Professional (PMP)

• Certified ScrumMaster (CSM)

• Customer Success certifications