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Senior Customer Success Manager – Managed Services
CDWSenior Customer Success Manager guiding enterprise clients toward adoption, retention, renewals, and expansion. Partnering across CDW’s technology and Managed Services teams to deliver customer outcomes.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success Management, focusing on driving customer satisfaction, retention, and expansion through strategic relationship building and data analysis. Proficient in managing enterprise-level accounts and leading service improvement initiatives while effectively communicating with stakeholders at all levels.
Highest-signal resume keywords
Customer Success ManagementRelationship ManagementAnalytical SkillsProject ManagementITIL Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer AdvocacyData AnalysisPerformance MonitoringService Improvement InitiativesFinancial AcumenProblem-SolvingTechnical Escalation ManagementPresentation SkillsStrategic PlanningCross-Selling Opportunities
Soft Skills
Interpersonal SkillsCommunication SkillsOrganizational SkillsAdaptabilityTeam Leadership
Tools & Technologies
GainsightServiceNow
Certifications & Qualifications
Customer Success CertificationPMP Certification
Industry Keywords
Managed ServicesEnterprise AccountsHealthcareManufacturingFinancial Services
Tech Stack
Tools & technologiesPMPServiceNow
About the role
Key responsibilities & impact- Establish trusted, strategic advisor relationships with assigned enterprise-level customers
- Serve as the main point of contact for a portfolio of complex Managed Services customers
- Understand customer business objectives, challenges, requirements and strategic outlooks
- Develop and execute customer success plans
- Drive adoption, utilization, satisfaction, retention, renewals and expansion of Managed Services
- Stay current on industry trends, market dynamics and competitive landscape to provide strategic guidance
- Analyze customer data and feedback to improve customer experience and identify trends and improvement areas
- Engage customer executives and stakeholders to define, track and measure solution impact
- Advocate for customer needs within CDW and share insights with internal teams
- Monitor key performance indicators and report to CDW stakeholders and customer sponsors/executives
- Establish weekly, monthly and quarterly customer review cadences
- Respond to customer inquiries, concerns and issues
- Act as liaison for technical inquiries, issues and escalations across support, product development and service delivery teams
- Manage critical escalations and coordinate investigation and resolution of technical and operational challenges
- Communicate issue status and resolution clearly to customers
- Identify and pursue upselling and cross-selling opportunities in partnership with sales teams
- Align Managed Services offerings with evolving customer needs
- Drive customer renewals and position relevant additional solutions to maximize revenue
- Lead service improvement initiatives and implement necessary changes with appropriate teams
- Conduct presentations and conversations with customer and internal executive stakeholders
- Lead internal initiatives
- Coach and mentor Associate CSMs and Customer Success Managers
Requirements
What you’ll need- Bachelor's Degree plus 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience; OR 9 years of such experience in lieu of the degree
- Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals
- Exceptional verbal, written, social, presentation and interpersonal skills
- Ability to prioritize and manage multiple priorities, adapt to changing business needs, and meet deadlines
- Ability to work independently and as a strong teammate and leader
- Strong organization and attention to detail
- Proven ability to create and maintain positive working relationships with customer contacts and internal teams
- Ability to communicate effectively with customers and coworkers at all organizational levels
- Strong analytical, collaboration, relationship-building, initiative and problem-solving skills
- Ability to learn and share knowledge about new technologies and adapt to market and industry changes
- Exceptional problem-solving and conflict-resolution abilities
- Proactive, self-motivated, results-oriented mindset
- Strong financial acumen applied in real-world business scenarios
- Ability and willingness to travel up to 10%-20% or as needed to CDW locations or client sites
- Strong understanding of Infrastructure Managed Services or related IT service delivery model is a plus
- Experience managing large enterprise accounts in healthcare, manufacturing, or financial services is a plus
- ITIL Foundation certification is a plus
- Customer success certification is a plus
- PMP certification and/or Project Management experience is a plus
- Gainsight experience is a plus
- ServiceNow experience is a plus
Benefits
Comp & perks- Annual bonus target of 10% subject to terms and conditions of plan
- Benefits package (benefit details provided at https://cdw.benefit-info.com/)
- Remote work arrangement
- Opportunity to work with evolving technology and AI tools
- Supported professional growth and learning environment