Customer Success Manager – Digital

SHI International Corp.

. Drive customer adoption, engagement, and long-term success across SHI’s digital commerce ecosystem .

Posted 10/7/2026full-timeUnited StatesJuniorMid-Level💰 $80,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer onboarding, engagement, and success strategies within digital commerce ecosystems. Proficient in managing customer relationships, delivering training, and utilizing analytics to drive adoption and operational improvements.

Highest-signal resume keywords

Customer Onboarding ManagementAdoption Strategy DevelopmentCustomer Success MethodologiesCatalog ManagementCRM Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ProgramsWorkflow ConfigurationCustomer Health ScoringRetention StrategiesTraining DeliveryDemonstration SkillsAnalytics ProficiencyProcurement Systems KnowledgeDigital Commerce CapabilitiesUser Administration

Soft Skills

Relationship BuildingCommunication SkillsProblem-SolvingCollaborationCustomer Engagement

Tools & Technologies

Power BICRM PlatformsServiceNowECommerce PlatformsSHI OneSHI.comCXMLOCIPunchOutSSO

Industry Keywords

Customer AdoptionCustomer EngagementOnboarding PlansTenant EnablementBusiness ReviewsOperational ImprovementsSales CollaborationCustomer MetricsTraining ResourcesEnablement Content

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Drive customer adoption, engagement, and long-term success across SHI’s digital commerce ecosystem
Serve as the primary digital point of contact for an assigned sales segment and customer portfolio
Lead white-glove onboarding and tenant enablement for strategic and pilot customers
Coordinate tenant setup, including accounts, users, storefronts, catalogs, access, and workflows
Partner with Sales, Product, Customer Experience, Support, and Engineering teams
Develop onboarding plans, guide customer administrators, and communicate platform capabilities and configuration decisions
Monitor onboarding progress, adoption, and support needs; escalate blockers and coordinate resolution
Build relationships with customer administrators, procurement teams, business stakeholders, and sales teams
Conduct customer business reviews and develop success plans
Deliver demonstrations, training sessions, webinars, office hours, and onboarding workshops
Develop adoption strategies that increase active users, self-service transactions, and engagement
Assist with user administration, portal configurations, catalog management, approval workflows, and digital commerce capabilities
Coordinate resolution of customer-impacting issues and perform WebAdmin-related support activities
Provide adoption insights, customer engagement metrics, and recommendations to sales teams
Monitor customer health, onboarding progress, adoption trends, and platform utilization metrics
Contribute to playbooks, onboarding materials, training resources, and enablement content
Drive operational improvements that increase efficiency, reduce support demand, and improve customer outcomes

Requirements

What you’ll need

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
Intermediate proficiency with Word, Excel, PowerPoint, and Outlook
Intermediate proficiency using Power BI, CRM, customer success, or analytics platforms
Intermediate understanding of SHI One, SHI.com, ServiceNow, CRM platforms, eCommerce platforms, cXML, OCI, PunchOut, SSO, or related customer integration technologies

Benefits

Comp & perks

Continuous professional growth and leadership opportunities
Health, wellness, and financial benefits
World-class facilities and technology in offices or remotely
Medical, vision, dental, 401K, and flexible spending