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About the Role

As a Customer Success Manager (CSM), you will be responsible for understanding customer needs, ensuring a satisfactory customer experience, fostering long-term loyalty, and optimizing the value derived from our products and services. You will play a key role in building strong, lasting relationships with clients and customers. The ideal candidate should have excellent communication skills and a commitment to customer service, satisfaction, and success. If you are a results-oriented professional focused on customer satisfaction, we encourage you to apply for this role.

Responsibilities

Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.
Build and maintain strong relationships with customers, serving as their primary point of contact for Cisco-related inquiries and support.
Provide post-sales support to customers, ensuring a smooth transition from purchase to implementation and ongoing usage.
Offer strategic and technical guidance to help customers effectively utilize Cisco services, including conducting regular check-ins, reviews, and optimization recommendations.
Develop and execute customer success plans tailored to each client's unique needs and goals.
Proactively identify and resolve customer issues, working closely with internal teams and Cisco support when necessary.
Conduct training sessions and workshops to enhance customers' understanding and usage of Cisco services.
Act as a voice of the customer within CDW, providing feedback and insights to improve our Cisco offerings and services.
Track and report on key success metrics, including customer satisfaction, usage patterns, and adoption rates.
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.
Act as a liaison between customers and internal teams.
Handle customer escalations and ensure prompt resolution.
Maintain customer focus and conform to the CDW quality management system.
Review CDW Circle of Service Philosophy and the Quality Policy.
Conform to quality procedures and operating instructions.
Report any client problem, or any service outage that may cause potential client problems to your supervisor.
Communicate improvement ideas regarding CDW service quality or client satisfaction.

Requirements

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.
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
Exercise good judgment in everything they do on behalf of CDW.
Understand and live up to the values and standards set for ourselves in the CDW Way, the CDW Way Code, and all policies and procedures relevant to your job responsibilities.
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.

Skills

Communication skills
Customer service
Customer satisfaction
Customer success
Results-oriented
Technical pre-sales
Technical architecting
Customer Success
Customer satisfaction
Customer adoption
Customer retention
Driving value
Client engagement
Written communication
Verbal communication
Detail oriented
Analytical
Team player
Self-starter
Multi-tasking
Adaptability
Product knowledge
Application knowledge
Technical service knowledge
Market condition awareness
Competitive activity awareness
Sales engagement
Interpersonal skills
Presentation skills
Consulting skills
Learning
Teaching
Creative thinking
Problem solving
Microsoft office applications
Quality management
AI fluency
Curiosity
Learner's mindset
AI adoption
Experimentation
AI integration

Experience Level

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.

Education Level

Bachelor’s Degree or equivalent experience

Salary/Compensations

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

Benefits

Competitive salary
Collaborative work environment
Comprehensive benefits
Performance bonuses
Opportunities for professional development

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.
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 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.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants.
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.

Equal Opportunity

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.