Senior Customer Success Manager – Portfolio Growth

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

Job summary

CDW in Canada seeks a Customer Success Manager to own the end-to-end experience for a portfolio of 10-25 clients, aligning services with customer objectives and driving value across Sales, Professional Services, Managed Services, and Operations.

You will establish trusted advisor relationships, monitor deliverables through governance, and advocate for customers to promote continuous improvement and successful outcomes.

Qualifications

• College or University Degree in a relevant field (CS, MIS) or comparable work experience.
• 5+ years in a customer-facing role within technology or services (CSM, Service Delivery, Account Management).
• ITIL foundations certification.
• Ability to read and interpret contractual obligations, SLAs, and scope definitions.
• Proven ability to manage multiple tasks and deliver on time and on budget.
• Ability to influence others without direct reporting lines.
• Excellent presentation skills for C-level discussions.

Responsibilities

• Be accountable for all aspects of customer experience for 10–25 clients.
• Establish trusted advisory relationships and drive continued value of solutions.
• Establish governance to monitor deliverables and improvement opportunities (meetings, health checks, SLA reporting).
• Work with customers to set goals and KPIs (Customer Success Planning).
• Be aware of incidents, projects, and activities across services for your clients.
• Advocate for the customer and highlight topics to leadership before business impact.
• Contribute to CX tool adoption and continuous improvement initiatives.

Skills

Customer Success

Account Management

Stakeholder Management

Presentation Skills

Multi-tasking

Negotiation

Education

Bachelor’s degree in CS / MIS or equivalent

Tools

Gainsight

CRM tools

SLA dashboards

Job description

CDW in Canada seeks a Customer Success Manager to own the end-to-end experience for a portfolio of 10-25 clients, aligning services with customer objectives and driving value across Sales, Professional Services, Managed Services, and Operations.

You will establish trusted advisor relationships, monitor deliverables through governance, and advocate for customers to promote continuous improvement and successful outcomes.