Customer Success Manager (Managed Services)

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

The Customer Success Manager is responsible for the proactive engagement, retention, and ongoing success of a portfolio of mid-tail customer accounts, aligned to customer outcomes, adoption, and renewal readiness.

The role combines customer engagement and advocacy, risk management, and outcome-based success planning, while working collaboratively across internal teams to drive retention, value realisation, and a high-quality customer experience.

What Success Looks Like

• Mid-tier accounts kept healthy by spotting and heading off risks early.

• Every account is proactively managed against mapped outcomes.

• Clear KPIs and measurable outcome progress position accounts strongly for renewal.

• Value and expansion opportunities progressed in partnership with Sales.

• Predictable customer cadence and proactive engagement maintained.

• Consistent renewal readiness across mid-tail accounts.

What You Will Do:

1. Customer Cadence & Engagement

• Drive a proactive, predictable cadence across the mid-tail portfolio.

• Plan engagement ahead of service reviews, contract anniversaries, and renewal milestones.

• Maintain consistent, forward-looking contact that anticipates customer needs and keeps accounts progressing against their outcomes.

• Align engagement with the service governance cadence run by Service Delivery, giving the customer a joined-up view rather than duplicated meetings.

2. Success Planning & Business Reviews

• Develop and maintain success plans and KPIs for each account.

• Run 6-monthly business reviews covering service performance, outcomes, and improvement actions.

3. Risk Management & Renewal Readiness

• Identify early warning signals across the mid-tail portfolio, including service performance trends, repeat incidents, and escalation patterns.

• Keep accounts renewal-ready by tracking service performance, contracted scope, usage, and lifecycle, and contribute to the team's shared view of service consumption and growth trends.

• Keep customers informed of service consumption trends and potential scope or demand changes, and provide the Renewals team with timely, complete information to quote and process renewals on time.

• Partner with Service Delivery to keep customers sighted on SLA performance, escalations, and service improvement actions.

4. Adoption & Value Realisation

• Accelerate adoption and time-to-value following service transition, turning service usage into measurable outcomes.

• Surface and drive expansion opportunities with Sales, converting proven value into growth.

5. Portfolio Allocation & Coverage

• Deliver full, active coverage of the mid-touch portfolio, ensuring every account gets the right level of attention.

• Flex coverage to demand so peaks are absorbed and no account goes dark.

6. Standards, Insight & Scale

• Turn first-hand insights into repeatable patterns that sharpen CS Ops and tooling.

• Strengthen success-planning standards, turning individual wins into scalable practice.

Behavioural Competencies

• Customer-focused and relationship-driven.

• Proactive and organised, able to manage a portfolio at scale.

• Commercially aware, with strong renewal and risk understanding.

• Collaborative, partnering effectively with Sales, Renewals, and Service Delivery teams.

• Data-driven and improvement-focused.

• Strong communication and stakeholder management.

• Resilient and adaptable under competing priorities.

• Committed to continuous learning and development.

What We Expect of You

Required:

• Experience running a proactive, scaled customer cadence across a mid-tail portfolio.

• Experience working in or alongside a managed services environment, with a good understanding of service delivery, SLAs, and contracted scope.

• Solid success-planning skills, building outcome- and KPI-led plans and running business reviews.

• Strong ability to identify risk, spotting early warning signals and keeping accounts renewal-ready for the Renewals team to execute.

• Ability to drive adoption and value realisation following service transition, turning service usage into outcomes.

• Strong commercial awareness, confident in value conversations and clear on renewal readiness.

Desirable:

• Awareness of managed services delivery models, ITIL-aligned service management, and SLA and service-credit frameworks.

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 Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.