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.
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.
