CDW Corporation

Customer Success Manager

CDW Corporation • $95K — $100K *
Elk Grove Village, IL 60007In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years in customer service or customer-success roles, ideally in tech
  • Experience handling customer escalations and difficult conversations
  • Proven record with enterprise or strategic account management
  • Strong written and verbal communication skills
  • Expertise in customer retention and renewal activities
  • Familiarity with standard office productivity tools
  • Effective organizational and time management skills

Responsibilities

  • Lead onboarding processes for new customers and ensure seamless service adoption
  • Act as the main point of contact for assigned customer accounts
  • Monitor customer health and satisfaction metrics daily
  • Compile weekly performance reports and conduct account reviews
  • Collaborate with sales to support contract renewals and upsells
  • Document customer feedback and share insights for service improvement
  • Maintain knowledge of internal systems and track customer interactions
  • Work with colleagues to mentor and improve team performance

Benefits

  • Comprehensive benefits package including health, dental, and vision coverage
  • 401(k) retirement plan with company match
  • Generous paid time off policies
  • Opportunities for professional development and training
  • Flexible work environment promoting work-life balance
  • Access to wellness programs and employee assistance programs
Full Job Description
The Customer Success Manager is responsible for managing a portfolio of CDW Lifecycle repair customers and serving as the primary connection between customers and internal teams. This role leads customer onboarding, supports day-to-day account management, monitors fleet and service performance, communicates proactively, identifies opportunities to improve value, and resolves or escalates issues to support customer satisfaction, retention, and long-term success.

What You Will Do:
  • Onboarding and Adoption: Lead onboarding of new customers to services engagements. Host kickoff meetings to validate scope, set expectations, and demonstrate use of the software application. Guide customers through product and service adoption to support intended use and value realization.
  • Account Management: Serve as the primary point of contact for assigned customer accounts. Build and maintain productive working relationships with customer stakeholders. Coordinate with internal teams to address customer needs, questions, and issues. Proactively communicate updates, risks, and next steps to internal and external stakeholders.
  • Customer Health and Retention: Monitor KPIs and customer sentiment daily. Identify risks, address issues, and escalate where needed to support customer retention.
  • Data, Reporting, and Reviews: Compile and share weekly reports with relevant data points, including insights from internal systems, escalated tickets, and service-related issues. Conduct regular account meetings focused on performance, open items, and areas for improvement.
  • Renewals and Growth Support: Partner with the sales team to support contract renewals. Identify opportunities for additional products or services aligned to customer needs and usage.
  • Customer Feedback and Continuous Improvement: Gather, document, and follow up on customer feedback. Share trends and insights with internal teams to support service and product improvements. Provide customers with feedback and recommendations to improve fleet sustainability.
  • Tools and Systems: Maintain working knowledge of company products, systems, and processes. Track tasks, update status, and provide daily updates in an internal work tracking system. Use tools such as Salesforce, Power BI, Excel, Repair Engine, Trainual, and other systems as required to manage accounts and reporting.
  • Internal Collaboration & Mentoring: Collaborate with Customer Success Managers and Project Managers on various initiatives related to Customer Success. Guide and mentor other Customer Success Managers to elevate individual and team competency.

What We Expect Of You:
  • Minimum of 5 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.
  • Experience with customer escalations, navigating difficult conversations, and operating proficiently in heightened stress environments.
  • Experience managing accounts or services engagements for strategic or enterprise customers.
  • Strong verbal and written communication skills.
  • Experience supporting customer retention, renewals, or account management activities.
  • Proficiency with standard office productivity tools.
  • Strong organizational and time management skills.
  • Ability to manage multiple customer accounts and priorities concurrently.
  • Willingness to travel up to 10% during peak periods.

Pay range: $95,000-$100,000 plus 10% annual bonus, depending on experience and skill set. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials.

CDW is committed to being an AI-fluent organization
We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About CDW Corporation

CDW is a provider of IT solutions for business, government, education, and healthcare. It features dedicated account managers who help customers choose the right technology products and services to meet their needs. The company’s solution architects offer expertise in designing customized solutions, while its advanced technology engineers assist customers with the implementation and long-term management of those solutions. Headquartered in Vernon Hills, Illinois, With a balanced portfolio of 250,000 small-, medium- and large-sized customers, CDW generated net sales of $10.1 billion in 2012, and employs more than 6,800 coworkers in 25 locations across the U.S. and Canada. Founded in 1984 by entrepreneur Michael Krasny, CDW pioneered the business model that melds personalized business-to-business technology distribution with advanced technology services. Today, CDW is ranked No. 31 on Forbes’ list of America’s Largest Private Companies and No. 267 on the FORTUNE 500 list of America’s top companies.

CDW Corporation Careers

Join the vibrant team at CDW Corporation, a leading provider of technology solutions and services, where innovation, leadership, and growth are at the heart of what we do. As a powerhouse in the tech industry, CDW Corporation offers unparalleled job opportunities to both seasoned professionals and those at the start of their careers.

Work You’ll Do

At CDW Corporation, you’ll be part of a culture that cherishes diversity, innovation, and leadership. Our team is composed of over 10,000 strong, dedicated professionals who lead the way in technology and consulting services. We are committed to helping some of the world’s most well-known companies navigate their digital transformation journeys.

Explore Professional Growth and Development

CDW Corporation is not just a company; it's a place where you can shape your future. With a variety of career paths available, your professional growth is supported by robust training programs, diversity training, and opportunities for leadership development. We believe in fostering a culture where innovation thrives and where our employees are encouraged to develop new skills and gain valuable experiences.

Internship Programs

Kickstart your career with CDW Corporation’s dynamic internship programs. These opportunities allow you to apply your skills in real-world scenarios, ensuring you gain the experience and insights needed to excel. Our internships are designed to transform students into professionals by involving them in projects that promote problem-solving, networking, and professional growth.

Join Our Team

Discover the wide range of job opportunities at CDW Corporation, from technology to business management. Each position offers a chance to work on transformative technology solutions while building a career that aligns with your passions and skills.

Benefits of Working at CDW Corporation

Choosing to work at CDW Corporation means opting for a career that comes with competitive benefits designed to support you and your family. These include health, dental, and vision insurance, employee wellness programs, and generous retirement plans. Our commitment to employee well-being is reflected in every aspect of our corporate structure.

Inclusive Hiring Process

Our hiring process is designed to be transparent and inclusive, ensuring that all candidates, regardless of background, feel valued from the initial interview through to potential employment. We look for passionate, curious, and innovative team players who are ready to drive change. Prepare your resume, sharpen your interview skills, and get ready to join a team that’s at the forefront of the technology sector.

Stay Connected

Keep up to date with the latest at CDW Corporation by following our careers blog. Gain insider perspectives, industry-leading insights, and career tips that you can put to use today—all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at CDW Corporation.

Explore Jobs at CDW Corporation

Search open positions that match your skills and interests on our careers page. Whether you’re looking to contribute your experience or start fresh, CDW Corporation offers a path for you. [SEARCH CDW JOBS] Join CDW Corporation and be part of a team that values professionalism, opportunity, and innovation. Let’s shape the future together!
Learn more about CDW Corporation
Size
13,900 employees
Market Cap
$24.1 billion
Industry
Information Technology
Net Income
$788.4 million
Founded
1984
5 Year Trend
+8.8%
Revenue
$18.4 billion
NASDAQ
CDW
* Ladders Estimates

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