Customer Success Manager - Azure
SHI International Corp.About the role
About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Job Summary
The Customer Success Manager (CSM) - Azure is a solution-selling and customer lifecycle role responsible for driving Azure CSP retention, adoption, and growth by aligning Microsoft cloud capabilities, SHI services, and customer business outcomes.This role owns the ongoing Azure customer experience across an assigned portfolio of accounts, proactively identifying opportunities to improve cloud maturity, optimize spend, reduce operational risk, expand service adoption, and build long-term Azure roadmaps. Working closely with sales, technical specialists, services, support, partner teams, and customer stakeholders, the Azure CSM leads outcome-driven conversations that connect customer priorities to Azure solutions, SHI services, Microsoft programs, and measurable business value.
Success in this role is measured by Azure customer retention, Azure Consumed Revenue (ACR) and CSP growth, adoption of Azure services and programs, customer engagement quality, QBR execution, roadmap creation, and the ability to consistently convert customer needs into actionable cloud outcomes.
Role Description
Own the end-to-end Azure customer experience for an assigned portfolio of CSP customers, serving as a trusted advisor throughout the cloud lifecycle.
Segment and prioritize customer engagement based on account tier, Azure spend, growth potential, risk level, and strategic importance.
Develop a deep understanding of customer business objectives, Azure environments, technology roadmaps, operational challenges, and third-party vendor relationships.
Lead recurring customer engagement activities, including Quarterly Business Reviews (QBRs), monthly touchpoints, customer updates, support case reviews, roadmap discussions, and strategic planning sessions.
Drive customer retention by proactively identifying risks, maintaining engagement cadence, reinforcing value realization, and coordinating mitigation plans with internal teams.
Identify and drive Azure growth opportunities through cloud optimization, modernization, migration, governance, security, FinOps, data, AI, and managed services initiatives.
Review customer trends related to support, technology adoption, and program utilization in alignment with the Microsoft Cloud Adoption Framework to identify service gaps and growth opportunities.
Facilitate customer-facing Success Plans and internal Growth Plans that translate account priorities into actionable objectives, ownership, timelines, and measurable outcomes.
Lead cloud strategy discussions focused on cost optimization, governance, security, risk management, operational efficiency, reliability, resilience, data and analytics, AI innovation, and organizational readiness.
Position relevant SHI and Microsoft programs, including workshops, assessments, services, funding opportunities, webinars, and consulting engagements, to align with customer goals.
Maintain strong operational discipline across account plans, Success Plans, Growth Plans, QBR/ABR tracking, pipeline management, customer touchpoints, opportunity follow-up, and customer success metrics.
Advocate for customers internally and help ensure seamless transitions between contracts, onboarding activities, service engagements, and partner relationships.
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
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