Customer Success Manager – Digital

Role Overview

The Digital Customer Success Manager is responsible for driving customer adoption, engagement, and long-term success across SHI’s digital commerce ecosystem. 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.

What You Will Do

The Digital Customer Success Manager will lead customer onboarding efforts, guide customers through platform setup, and develop adoption strategies to increase active users, self-service transactions, and customer engagement. They will also assist customers with user administration, portal configurations, and digital commerce capabilities.

Why It Might Be a Fit

This role requires a strong understanding of SHI One, SHI.com, and related digital solutions, as well as excellent communication and problem-solving skills. The ideal candidate will have experience in customer onboarding, enablement, adoption management, or customer lifecycle programs, and a strong knowledge of customer success methodologies and adoption frameworks.

Requirements

• Completed Bachelor’s Degree or relevant work experience
• 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

Benefits

• Medical
• Vision
• Dental
• 401K
• Flexible spending