The Customer Success Manager oversees customer accounts, ensuring smooth onboarding, adoption, and long-term retention, while identifying growth opportunities and managing relationships.
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.
Job Summary
The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts and supporting customer success across the full customer lifecycle. This role focuses on customer onboarding, adoption, ongoing account management, renewals, and identifying opportunities to expand customer usage of products and services. The CSM works cross-functionally with internal teams to address customer needs, monitor account health, and support long-term customer retention.
What You Will Do:
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. Onboarding and Adoption:
* Support onboarding of new customers to ensure a smooth transition.
* Guide customers through product and service adoption to support intended use and value realization. Customer Health and Retention:
* Monitor customer health indicators and usage trends.
* Identify potential risks and escalate or address issues to support customer retention and reduce churn. Data, Reporting, and Reviews:
* Conduct regular account meetings focused on performance, open items, and areas for improvement.
* Compile and share relevant data points, including insights from internal systems, escalated tickets, and service-related issues.
* Prepare recurring reports on account status and customer health to support internal planning and decision-making. 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 and document customer feedback.
* Share trends and insights with internal teams to support service and product improvements. Tools and Systems:
* Maintain working knowledge of company products, systems, and processes.
* Use tools such as Salesforce, Power BI, Excel, Repair Engine, Trainual, and other systems as required to manage accounts and reporting.
What We Expect Of You:
* Minimum of 3 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.
* 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 20% during peak periods. Pay range: $ 65,000- $ 75,000 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.
* 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
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.
Job Summary
The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts and supporting customer success across the full customer lifecycle. This role focuses on customer onboarding, adoption, ongoing account management, renewals, and identifying opportunities to expand customer usage of products and services. The CSM works cross-functionally with internal teams to address customer needs, monitor account health, and support long-term customer retention.
What You Will Do:
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. Onboarding and Adoption:
* Support onboarding of new customers to ensure a smooth transition.
* Guide customers through product and service adoption to support intended use and value realization. Customer Health and Retention:
* Monitor customer health indicators and usage trends.
* Identify potential risks and escalate or address issues to support customer retention and reduce churn. Data, Reporting, and Reviews:
* Conduct regular account meetings focused on performance, open items, and areas for improvement.
* Compile and share relevant data points, including insights from internal systems, escalated tickets, and service-related issues.
* Prepare recurring reports on account status and customer health to support internal planning and decision-making. 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 and document customer feedback.
* Share trends and insights with internal teams to support service and product improvements. Tools and Systems:
* Maintain working knowledge of company products, systems, and processes.
* Use tools such as Salesforce, Power BI, Excel, Repair Engine, Trainual, and other systems as required to manage accounts and reporting.
What We Expect Of You:
* Minimum of 3 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.
* 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 20% during peak periods. Pay range: $ 65,000- $ 75,000 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.
* 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
Top Skills
Excel
Power BI
Salesforce
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