Customer Success Manager

Description

As a Customer Success Manager (CSM), you will be responsible for understanding customers' needs, ensuring a satisfactory customer experience, fostering long-term loyalty, and optimizing the value they derive from our products and services. You will play a key role in building strong, lasting relationships with clients/customers. The ideal candidate should have excellent communication skills and a commitment to customer service, satisfaction, and success. We offer a competitive salary, a collaborative work environment, and comprehensive benefits, including performance bonuses and opportunities for professional development.

Key Areas of Responsibility

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.

• Customer Engagement: Build and maintain strong relationships with customers, serving as their primary point of contact for Cisco-related inquiries and support.

• Post-Sales Support: Provide post-sales support to customers, ensuring a smooth transition from purchase to implementation and ongoing usage.

• Solution Guidance: Offer strategic and technical guidance to help customers effectively utilize Cisco services, including conducting regular check-ins, reviews, and optimization recommendations.

• Customer Success Plans: Develop and execute customer success plans tailored to each client's unique needs and goals.

• Issue Resolution: Proactively identify and resolve customer issues, working closely with internal teams and Cisco support when necessary.

• Training and Enablement: Conduct training sessions and workshops to enhance customers' understanding and usage of Cisco services.

• Feedback Loop: Act as a voice of the customer within CDW, providing feedback and insights to improve our Cisco offerings and services.

Metrics and Reporting: Track and report on key success metrics, including customer satisfaction, usage patterns, and adoption rates.

YOUR TASKS

• Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base, including the facilitation of change orders, as necessary.

• Facilitate the Onboard process for new clients and guide them through setup (Smart Account), training, and initial usage of EAWS for successful implementation.

• Conduct check-ins and reviews with customers to assess progress, gather feedback, and discuss goals.

• Participate in customer adoption and expansion discussions to provide technical guidance

• Translate customer business objectives into clear technical requirements and configurations

• Identify expansion opportunities based on customer usage, adoption progress, and technical insights

• Act as the technical bridge between Account Teams, Pre Sales, and Delivery

• Support Sales and CX partners by removing post sales technical burden from presales resources

• Ensure consistent communication, ownership, and accountability across internal teams

• Identify upselling and cross-selling opportunities.

• Manage customer lifecycle and identify optimization areas.

• Conduct reviews to ensure product adoption.

• Create reports, presentations, and performance insights to show impact – both to customer and CDW.

• Facilitate training sessions, workshops, and demonstrations.

• Develop customer success playbooks and resources… Management tools - GAINSIGHT

• Act as a liaison between customers and internal teams.

• Handle customer escalations and ensure prompt resolution.

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.

Minimum Qualifications

• Bachelor’s Degree or equivalent experience

• Two-year minimum technical pre-sales or technical architecting experience

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Other Requirements

• Proven ability to drive continuous value of solution(s)

• Familiarity working with clients of all sizes

• Impeccable written and verbal communication skills

• Detail oriented and analytical

• Strong team player but still a self-starter

• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

• Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training

• Knowledge and proven success of engaging and working with sales teams

• Strong interpersonal and presentation skills, including consulting skills

• Strong passion for learning and teaching others

• Ability to think creatively and come up with proactive ideas that will increase sales

• Strong problem solving skills

• Must be able to communicate effectively and in a constructive manner with management, peers and coworkers

• Proficient in Microsoft office applications

CUSTOMER FOCUS AND QUALITY MANAGEMENT RESPONSIBILITIES:

Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system. Specific responsibilities include:

• Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement and to conform to these policies and philosophies at all times

• During your orientation period, review with your supervisor as needed the quality procedures and operating instructions listed at CDWHOME/ISO9001 intranet site that apply to your specific assignment(s) within the scope of this job position.

• And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities.

• Report any client problem, or any service outage that may cause potential client problems to your supervisor.

• Communicate improvement ideas that you have regarding CDW service quality or client satisfaction per established means.

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do on behalf of CDW. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), and all policies and procedures relevant to your job responsibilities. Additionally, every coworker has a responsibility to ask questions when they are unsure of what those values, standards and policies require, and to take action if they believe someone else is not acting consistently with those values, standards and policies.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We'll determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek and paid on a bi-weekly payroll schedule.

Pay range: $88,000- $123,200, depending on experience and skill set

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.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.