Customer Success Manager

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. As a Customer Success Manager, you will be responsible for high-level relationship management and you will act as the client liaison during delivery of Mission Cloud services. You are responsible for client satisfaction, maintaining client communication and the overall management of the client relationship. You will also grow the client relationship by identifying new business opportunities. This position is 100% remote with up to 10% travel.
* Responsibilities
* Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
* Ensure customer contractual requirements are met
* Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities
* Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services
* Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product
* Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary
* Facilitate cross-departmental communication about customer issues, including calls with leadership
* Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged
* Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud's overall Net Promoter Score (NPS)
* Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other
* Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add Requirements
* Experience working in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred
* Ability to be a customer advocate in a high-growth business environment
* Ability to manage customer agreements including renewal cycles as well as cross-sell and upsell opportunities
* Ability to give presentations to internal and external audiences through Google Slides or Powerpoint
* Ability to work in a customer service oriented environment
* Ability to travel (less than 10%)
* AWS Cloud Practitioner certification (required within 60 days of employment)
* 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.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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.