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Job Overview
Location
US - TX - Austin - HQ
Job Type
Full-time
Category
Customer Success
Date Posted
September 16, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end customer journey for SHI Services, translating our $15 billion global footprint into a white-glove experience for every client—from Fortune 100 enterprises to fast-growing mid-market innovators. You will architect the vision, roadmap, and operating model that turns one-time buyers into lifelong advocates.
- • Build, inspire, and scale two world-class organizations—Customer Success and Project Management—totaling 100+ professionals across Austin HQ and remote hubs. You will set the talent bar, design succession paths, and embed a culture where coaching, recognition, and continuous learning are non-negotiables.
- • Create and operationalize a data-driven Customer Health Framework that ingests telemetry from CRM, PSA, and product usage to predict churn, expansion, and advocacy propensity 90 days in advance. Your dashboards will become the single source of truth for the entire C-suite.
- • Own the P&L for post-sales delivery excellence, ensuring every statement of work (SOW) is delivered on time, on budget, and with measurable ROI. You will standardize on hybrid Agile/PMP playbooks, deploy automated risk scoring, and chair a weekly executive war room to keep red-flag projects green.
- • Serve as the ultimate escalation authority for high-stakes client issues—whether a multi-million-dollar cloud migration is off track or a managed-services SLA is at risk. Your personal involvement will de-escalate crises, protect recurring revenue, and convert detractors into reference champions.
- • Evangelize SHI Services on the global stage—keynoting industry conferences, hosting quarterly CXO roundtables, and producing thought-leadership content that positions SHI as the undisputed leader in technology outcome delivery.
- • Partner with Sales, Product, and Finance to embed Customer Success Qualified Leads (CSQLs) into the sales motion, driving 20%+ net-revenue retention and influencing $500M+ in renewal/expansion pipeline annually.
- • Champion diversity, equity, and inclusion within your teams and across the enterprise, leveraging SHI’s status as the largest minority- and woman-owned business in the U.S. to attract, retain, and promote under-represented talent.
- • Institutionalize a culture of continuous improvement: quarterly Kaizen events, OKR-driven retrospectives, and a “fail-fast, learn-faster” mindset that reduces delivery defects by 30% year-over-year.
- • Establish a Center of Excellence (CoE) for Project Management that certifies every PM in PMP/Agile, curates reusable templates, and maintains a lessons-learned repository—turning tribal knowledge into enterprise assets.
🎯 Requirements
- • 10+ years of executive leadership in Customer Success and Project Management within high-growth technology or services organizations
- • Proven track record scaling post-sales teams to 100+ employees while improving NPS, CSAT, and net-revenue retention
- • Expert-level command of project-management methodologies (PMP, Agile, Scrum) and associated tooling (Clarity, Jira, MS Project)
- • Demonstrated success managing complex client escalations involving professional and managed services with contract values exceeding $10 M
- • Exceptional public-speaking and presentation skills—comfortable commanding a 1,000-person keynote or a 10-executive boardroom
- • Bachelor’s degree in Business, Management, or related field; MBA or advanced degree strongly preferred
🏖️ Benefits
- • Compensation package of $275,000–$325,000 (base + bonus) with uncapped upside tied to company and personal performance
- • Comprehensive medical, dental, vision, and 401(k) plans, plus flexible spending accounts and employee stock-purchase options
- • World-class Austin HQ and remote-first technology stipend, ensuring you have the tools and workspace to thrive anywhere
- • Continuous professional development: executive coaching, industry-conference attendance, and tuition reimbursement for advanced certifications
Skills & Technologies
About SHI International Corp.
SHI International Corp. is a New Jersey-based corporate IT solutions provider and large-volume software and hardware reseller serving business, government, and education clients worldwide. Founded in 1989, the privately held company supplies desktops, servers, storage, networking gear, cloud subscriptions, and software licensing from Microsoft, Adobe, Dell, HP, Cisco, and others. SHI adds configuration, imaging, asset tagging, deployment, and lifecycle services through integration centers in the U.S. and Europe. Customers rely on its licensing specialists, field engineers, and dedicated account teams for procurement, cost optimization, and ongoing support across hybrid infrastructure, cybersecurity, and modern workplace initiatives.
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