Customer Success Manager (Managed Services)

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

The Customer Success Manager is responsible for the proactive engagement, retention, and ongoing success of a portfolio of mid-tail customer accounts, aligned to customer outcomes, adoption, and renewal readiness.

The role combines customer engagement and advocacy, risk management, and outcome-based success planning, while working collaboratively across internal teams to drive retention, value realisation, and a high-quality customer experience.

What Success Looks Like

• Mid-tier accounts kept healthy by spotting and heading off risks early.

• Every account is proactively managed against mapped outcomes.

• Clear KPIs and measurable outcome progress position accounts strongly for renewal.

• Value and expansion opportunities progressed in partnership with Sales.

• Predictable customer cadence and proactive engagement maintained.

• Consistent renewal readiness across mid-tail accounts.

What You Will Do:

1. Customer Cadence & Engagement

• Drive a proactive, predictable cadence across the mid-tail portfolio.

• Plan engagement ahead of service reviews, contract anniversaries, and renewal milestones.

• Maintain consistent, forward-looking contact that anticipates customer needs and keeps accounts progressing against their outcomes.

• Align engagement with the service governance cadence run by Service Delivery, giving the customer a joined-up view rather than duplicated meetings.

2. Success Planning & Business Reviews

• Develop and maintain success plans and KPIs for each account.

• Run 6-monthly business reviews covering service performance, outcomes, and improvement actions.

3. Risk Management & Renewal Readiness

• Identify early warning signals across the mid-tail portfolio, including service performance trends, repeat incidents, and escalation patterns.

• Keep accounts renewal-ready by tracking service performance, contracted scope, usage, and lifecycle, and contribute to the team's shared view of service consumption and growth trends.

• Keep customers informed of service consumption trends and potential scope or demand changes, and provide the Renewals team with timely, complete information to quote and process renewals on time.

• Partner with Service Delivery to keep customers sighted on SLA performance, escalations, and service improvement actions.

4. Adoption & Value Realisation

• Accelerate adoption and time-to-value following service transition, turning service usage into measurable outcomes.

• Surface and drive expansion opportunities with Sales, converting proven value into growth.

5. Portfolio Allocation & Coverage

• 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.

6. Standards, Insight & Scale

• Turn first-hand insights into repeatable patterns that sharpen CS Ops and tooling.

• Strengthen success-planning standards, turning individual wins into scalable practice.

Behavioural Competencies

• Customer-focused and relationship-driven.

• Proactive and organised, able to manage a portfolio at scale.

• Commercially aware, with strong renewal and risk understanding.

• Collaborative, partnering effectively with Sales, Renewals, and Service Delivery teams.

• Data-driven and improvement-focused.

• Strong communication and stakeholder management.

• Resilient and