Customer Success Manager

Qualifications:

• Direct experience supporting and engaging customers with large‑scale, recurring technology or software agreements
• 3+ years of experience in Customer Success, Account Management, Sales, Project Management, Operations, IT, or related roles
• 2+ years of experience supporting U.S. Federal customers or operating within the federal market ecosystem
• Familiarity with federal procurement cycles, fiscal year budgeting, and compliance considerations
• Experience engaging stakeholders across all levels of a federal organization, including executive leadership and program owners
• Proven understanding of Enterprise Agreements and subscription‑based business models (Cisco experience preferred)
• Strong executive presence with the ability to communicate value and influence outcomes
• Demonstrated ability to operate effectively in ambiguity and drive clarity through structure
• Experience engaging stakeholders across all levels of an organization, including executive leadership
• Strong intrinsic motivation and commitment to continuous learning
• Proven project, process, or program management skills
• Ability to prioritize, organize, and manage multiple customer engagements simultaneously
• Strong relationship‑building skills and a collaborative working style
• Entrepreneurial mindset with a focus on improvement and innovation
• Strong analytical skills with the ability to interpret data and translate insights into action
• Critical thinker with a practical, customer‑first approach
• Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio.
• Strong written and verbal communication skills across internal and customer-facing interactions.
• Professional demeanor and judgment in customer-facing environments.
• Comfortable working in evolving programs with clear direction and defined escalation paths.

Education

• Undergraduate Degree in a related field or equivalent work experience is required

20% Nationwide Travel may be required

Want to learn more about Customer Experience? Check us out on our platform: Customer Experience - WWT

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $65,000.00 to $85,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

Want to learn more about Customer Experience - WWT

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [email protected].

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Why should you join the Customer Experience team?

WWT’s Customer Experience team is focused on our customers first, partnering with them to ensure we understand their goals, then applying the efforts necessary to achieve those goals.  It is a rewarding way to ensure that our relationships continue to foster quality business outcomes, and our customers view us as their strategic advisors.

CX is also a thriving area of growth for many companies who are making the shift from transactional sales models to supporting recurring revenue.  Customer Experience has become a key driver to ensuring that any customer who commits to a contract with a vendor sees success and continues to renew that business.  This industry trend towards recurring revenue models makes WWT Customer Experience team is an area of great opportunity for potential candidates.

What will you be doing?

World Wide Technology (WWT) is currently seeking a Customer Success Manager – Federal (CSM) to own and guide the post signature customer experience for U.S. Federal clients who have invested in long term, recurring software and subscription agreements with WWT. This role is centered on driving measurable mission aligned outcomes, strengthening long term agency relationships, and ensuring customers realize full value from their investments across the software lifecycle within the federal acquisition environment.

The Customer Success Manager is accountable for understanding each customer’s business priorities, aligning WWT capabilities to those priorities, and proactively guiding customers toward adoption, value realization, and renewal. Success in this role is defined by customer satisfaction, realized business outcomes, and sustained partnerships—not transactional support.

This role requires a strong customer advocate mindset and the ability to partner cross‑functionally with Sales, Delivery, Operations, Finance, Marketing, and OEM partners to deliver a cohesive and high‑quality customer experience. The ideal candidate brings structure to ambiguity, communicates with clarity and confidence, and thrives in a fast‑paced, evolving CX organization. Day‑to‑day responsibilities will vary, but the consistent focus is proactive engagement, relationship management, and continuous improvement of the customer journey.

We are looking for a Customer Success Manager – Federal, who is curious, resilient, customer‑obsessed, and motivated to help shape the future of WWT’s Customer Experience practice.

To be successful in this role you should:

• Be able to create and present clear, outcome‑focused content to customer executives and senior stakeholders
• Be highly organized, with the ability to prioritize and pivot across multiple customers and initiatives
• Be comfortable in an environment of high ambiguity tolerance
• Be a self‑starter who operates effectively in a rapidly changing environment and with minimal guidance
• Be thoughtful and practical in the approach to problem‑solving with a strong bias toward action
• Be able to work independently while exercising sound judgment on where to focus time and effort
• Be able to demonstrate a continuous learning mindset and openness to evolving responsibilities
• Be capable of anticipating customer needs and risks before they surface, connecting insights to action
• Be persistent, accountable and prepared to follow‑through with every customer engagement
• Be able to create and present clear, outcome focused content to federal executives, program managers, and senior government stakeholders

Responsibilities include:

• Serve as the primary post‑sales point of contact for assigned customers, building trusted advisor relationships across technical, operational, and executive stakeholders
• Own the end‑to‑end customer success motion for Enterprise Agreements and Subscription customers, from onboarding through renewal
• Partner closely with Field Sales, Delivery teams, and internal stakeholders to ensure alignment to customer goals and commitments
• Develop and maintain Customer Success Plans and Experience Roadmaps that reflect customer priorities, milestones, and success metrics
• Plan and facilitate customer health checks, onboarding sessions, Quarterly Business Reviews, and value realization discussions
• Lead outcome‑based Business Reviews at a cadence aligned to customer needs, highlighting adoption, value, risks, and opportunities
• Monitor customer health indicators, adoption trends, and consumption patterns to proactively identify risks and expansion opportunities
• Document customer activity, insights, and action plans in Gainsight and other CX systems
• Collaborate with OEM partners to deepen product knowledge and align resources in support of customer outcomes
• Define, track, and communicate KPIs related to customer health, adoption, retention, and experience
• Analyze data and customer feedback to inform recommendations and improve the overall customer journey
• Advocate for the customer internally, ensuring issues are addressed and experiences continuously improve
• Maintain flexibility to support customer needs, including occasional work outside regular business hours
• Contribute to efforts that improve customer experience, operational efficiency, and consistency of service delivery.
• Operate effectively in both virtual and in-person customer environments, adapting communication style as needed.
• Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required.