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About the Role
The Customer Success Manager is responsible for proactively engaging, retaining, and ensuring the ongoing success of a portfolio of mid-tail customer accounts. This role focuses on customer outcomes, adoption, and renewal readiness, combining customer engagement, risk management, and outcome-based success planning. You will collaborate across internal teams to drive retention, value realization, and a high-quality customer experience.
Responsibilities
- Drive a proactive, predictable cadence across the mid-tail portfolio.
- Plan engagement ahead of True Forward (TF) and renewal milestones.
- Maintain consistent, forward-looking contact that anticipates customer needs and keeps accounts progressing against their outcomes.
- Develop and maintain success plans and KPIs for each account.
- Run 6-monthly business reviews for non-exception accounts.
- Identify early warning signals and manage risk across the mid-tail portfolio.
- Keep accounts renewal-ready by tracking consumption, usage, and lifecycle.
- Contribute to the team's shared tracking of EA consumption and True Forward exposure.
- Keep customers informed of consumption and potential spikes.
- Provide the Renewals team with timely, complete information to quote and process renewals on time.
- Accelerate adoption and time-to-value post-onboarding, turning usage into measurable outcomes.
- Surface and drive expansion opportunities with Sales, converting proven value into growth.
- Deliver full, active coverage of the mid-touch portfolio, ensuring every account gets the right level of attention.
- Flex coverage to demand so peaks are absorbed and no account goes dark.
- Turn first-hand insights into repeatable patterns that sharpen CS Ops and tooling.
- Strengthen success-planning standards, turning individual wins into scalable practice.
Requirements
- Experience running a proactive, scaled customer cadence across a mid-tail portfolio.
- Solid success-planning skills, building outcome- and KPI-led plans and running business reviews.
- Strong ability to identify risk, spotting early warning signals and keeping accounts renewal-ready for the Renewals team to execute.
- Ability to drive adoption and value realisation post-onboarding, turning usage into outcomes.
- Strong commercial awareness, confident in value conversations and clear on renewal readiness.
- Awareness of Cisco Enterprise Agreements (EA) and True Forward mechanics (Desirable).
Skills
- Customer-focused
- Relationship-driven
- Proactive
- Organized
- Commercially aware
- Risk understanding
- Collaborative
- Data-driven
- Improvement-focused
- Strong communication
- Stakeholder management
- Resilient
- Adaptable
- Continuous learning and development
- AI fluency
- Curiosity
- Learner's mindset
- Willingness to engage with evolving technology and tools
- AI mindset
About the Company
- 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.
- We think forward—staying curious, moving fast, and continuously learning.
- We believe meaningful work happens when people feel supported, heard, and empowered to contribute.
- 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.