Customer Success Manager

Role Overview

The Customer Success Manager is responsible for managing a portfolio of CDW Lifecycle repair customers and serving as the primary connection between customers and internal teams. This role leads customer onboarding, supports day-to-day account management, monitors fleet and service performance, communicates proactively, identifies opportunities to improve value, and resolves or escalates issues to support customer satisfaction, retention, and long-term success.

What You Will Do

Onboarding and Adoption: Lead onboarding of new customers to services engagements. Host kickoff meetings to validate scope, set expectations, and demonstrate use of the software application. Guide customers through product and service adoption to support intended use and value realization.

Why It Might Be a Fit

Minimum of 5 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.

Requirements

• Minimum of 5 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.
• Experience with customer escalations, navigating difficult conversations, and operating proficiently in heightened stress environments.
• Experience managing accounts or services engagements for strategic or enterprise customers.
• Strong verbal and written communication skills.
• 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 10% during peak periods.

Benefits

• Dental insurance
• Vision insurance
• Salary ranges may be subject to geographic differentials
• 10% annual bonus