Customer Success Manager

CO3000 CDW Canada Corporation; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

CDW is seeking a Customer Success Manager to own the end-to-end experience for a portfolio of 10-25 clients. You will establish trusted advisor relationships, drive value from our solutions, and govern service delivery with cross-functional teams including Sales, Professional Services, and Operations.

You will coordinate with clients to define goals and KPIs, monitor incidents and projects, and advocate for customers to leadership. Strong communication and ITIL groundwork are essential.

Qualifications

• College or University Degree in a relevant field or comparable work experience.
• 5+ years in a customer-facing role within a technology or services environment.
• 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, with deliverables on time and on budget.
• Ability to drive successful change by motivating and influencing others not in a direct reporting capacity.
• Excellent presentation skills - comfortable talking to teams from engineering level upwards to C-level.
• Technical certifications (Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft).

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)

Skills

Customer relationship management

Strategic account management

Stakeholder communication

IT service management

Leadership

Education

College or University Degree in a relevant field (CS/MIS) or comparable work experience

Tools

Gainsight

ITSM tools

SLA management

Job description

ITS – Customer Success Manager (CSM) At CDW, we highly value the energy and commitment you bring to your job every day. Our 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. The number one name in Canada for IT solutions, we’re driving meaningful technological change for companies in virtually every industry. 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. The CSM plays a key role in delivering a consistent, end-to-end experience across Sales, Professional Services, Managed Services, and Operations.

What you’ll do:

• 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)

What you need to succeed:

Must-have:

• 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

Nice-to-have:

• 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

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.

At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.