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About the Role
The Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, multi-billion-dollar Fortune 200 leader. As a CSM, your focus will be to own key customer relationships, focused on the customer experience and outcomes for a portfolio of accounts. You act as the central point of alignment across teams, ensuring services are delivered in line with customer objectives, risks are proactively managed, and value is continuously realized. This role is ideal for a proactive, commercially aware, and customer-focused professional who can operate across multiple stakeholders and drive meaningful outcomes.
Responsibilities
- Be accountable for all aspects of customer experience for the portfolio of 10-25 clients, assigned to you
- Establish trusted/strategic advisor relationship with clients and drive continued value of our solutions and growth within the portfolio
- Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
- Work with customers to establish critical goals and KPI’s I.e., Customer Success Planning
- Be aware of all incidents, projects and activities that CDW’s Managed and Professional Services are engaged in for your assigned customers
- Be customer advocate, bringing topics of interest and concern to leaderships attention before the customer’s business is impacted
- Contribute to continuous improvement initiatives and adoption of CX tools and processes (e.g., Gainsight)
Requirements
- College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
- 5+ years of experience in a customer-facing role within a technology or services environment (e.g., Customer Success, Service Delivery, Account Management)
- ITIL foundations certification
- B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
- Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
- The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
- Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
- Technical certifications (current within the last 5 years) from any of the following vendors: Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft
- Advanced ITIL Certification at the Practitioner or higher level
- Experience with Customer Success tools (e.g. Gainsight)
- Lean/Six Sigma Belt Certification at the Green Belt or higher level
- Business Relationship Management Professional Certification (BRMP)
- Ability to obtain and maintain Canadian Security clearance
Skills
- Customer Success
- Service Delivery
- Account Management
- ITIL
- B2B relationship intelligence
- Contractual obligations
- Service level agreements
- Scope definition
- Task execution
- Delegation
- Change management
- Presentation skills
- Cisco
- EMC
- Palo Alto
- Checkpoint
- F5
- RSA
- Linux
- VMware
- Microsoft
- Gainsight
- Six Sigma
- Business Relationship Management
- Canadian Security clearance
Location
- Canada
Work Type
- Full-time
Experience Level
- 5+ years of experience
Education Level
- College or University Degree
About the Company
- CDW is a Fortune 200 leader and the number one name in Canada for IT solutions, driving meaningful technological change for companies in virtually every industry.
- CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology.
- 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.
Equal Opportunity
- CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard 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.