Customer Success Manager - Digital

About the role

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.

Responsibilities

• 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.
• 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.
• Lead customer onboarding efforts for SHI One and related digital platforms; guide customers through platform setup, administrator enablement, user activation, and