The Senior Customer Success Manager’s primary responsibility is to be the key advocate and partner to our customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The Sr. CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services. This role is the main point of contact for a dedicated portfolio of enterprise-class,highly complexManaged Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSM is not only knowledgeable in their customers’ business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions - thus providing them with the ability to guide and assist our customers with all their technology andservicesneeds. Additionally, the Sr. CSM will function as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.
- Etablish a trusted/strategic advisor relationship with each assigned enterprise level customer
- Act as the main point of contact for assigned enterprise level customers, understanding their businessobjectives, challenges,requirementsand strategic outlooks
- Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes
- Orchestrate and manage the overall relationship with a dedicated portfolio of enterprise level customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion ofhighly complexservices and renewal
- Stay updated on industry trends, market dynamics, and competitive landscape toprovidestrategic guidance to customers.
- Drive customer adoption andutilizationof managed services to ensure maximum value and ROI.
- Analyze customer data to improve customer experience
- Engage with customer executives and other influential stakeholders toidentify, define,trackand measure the overall impact of your aligned solutions to an organization
- Proactively address customer concerns and act as an advocate for their needs within the organization
- Gather and analyze customer feedback toidentifytrends, insights, and areas of improvement
- Share customer insights with internal teams to drive product enhancements and service optimizations
- Measure andmonitorachievement of critical and key performance indicators, reporting both internally to the CDW stakeholders and externally to the customer’s sponsors and executives
- Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress,successand concerns
- Respond to customer inquiries, concerns, and issues ina timelyand effective manner
- Act as CDW’s liaison for technical inquiries,issuesor escalations; including working with support, product development, servicedeliveryand other teams as needed to create solution roadmaps
- Manage escalations for critical customer issues internally and work towards their prompt resolution
- Coordinate with relevant teams to investigate and resolve technical and operational challenges
- Communicate issue status and resolution to customers in a clear and concise manner
- Meet or exceed expansion goals by Identifying and pursuing opportunities for expansion through upselling and cross-sellingadditionalservices based on customer needs andobjectivespartnering with CDW’s sales teams
- Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly
- Meet or exceed renewal goals by Identifying and driving customer renewals for assigned customers that results in long term contract renewals, maximizing revenue by strategically positioningadditionalrelevant solutions from Managed Services as well as elsewhere within CDW’s portfolio
- Identifyand lead areas for service improvement and work with theappropriate teamsto implement necessary changes
- Ability to conduct confident conversations and presentations for external (customer) and internal executive stakeholders (C-level, Director, VP)
- Lead and drive internal initiatives
- Demonstrate leadership by coaching and mentoring Associate CSMs and Customer Success Managers
What We Expect of You
- Bachelor's Degree plus 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience; OR, 9 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience
- Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion,retentionand renewals
- Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience
- Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
- Ability to be a strong teammate and leader, while working independently as a self-starter
- Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
- Proven ability to create andmaintainpositive working relationships with all Customer contacts and internal teams
- Ability to effectively communicate with Customers and Coworkers at all levels of the organizations from entry to executive level
- Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively solve problems with Customers and all internal teams including cross-functional teams
- Ability to continually learn and share knowledge aboutnew technologiesand to understand and adapt to market and industry changes
- Possess exceptional problem-solving and quick conflict resolution abilities
- Demonstrated nature of being proactive and self-motivated with a results-oriented mindset
- Strong financial acumen with the experience of applying that knowledge in real-world business scenarios
- Ability and willingness to travel up to 10%-20% or as needed to other CDW locations or client sites
- Strong understanding of Infrastructure Managed Services or a related IT service delivery model,is a plus.
- Experience managing large enterprise accounts in healthcare, manufacturing, or financial services, is a plus.
- ITIL Foundation certification,is a plus.
- Customer success certification,is a plus.
- PMP certification and/or Project Management experience,is a plus.
- Gainsight experience,is a plus.
- ServiceNow experience,is a plus.
Pay range: $97,450 - $136,434 depending on experience and skill set
Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
CDW is committed to being an AI-fluent organization
Were looking for people who bring curiosity, a learners 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 enhancesnot replaceshuman creativity and decision-making. You dont 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 thats curious, adaptive, and ready to explore whats 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.
