Strategic CSM: Drive Value for Tech Accounts

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

Job summary

CDW in Mississauga is seeking a proactive Customer Success Manager to own a portfolio of 10–25 clients, focusing on outcomes, value realization, and customer experience across Sales, Professional Services, and Operations.

You will establish trusted advisor relationships, monitor service deliverables with governance, define goals and KPIs, and advocate for the customer while driving adoption of CX tools and continuous improvement.

Qualifications

• Degree in CS/MIS or related field.
• 5+ years in a customer-facing tech/services role.
• ITIL Foundations certification.
• Ability to read and understand contractual obligations and SLAs.
• Proven ability to manage multiple tasks and deliverables on time and on budget.

Responsibilities

• Own the customer experience for a portfolio of 10–25 clients.
• Establish trusted/strategic advisor relationships and drive continued value of solutions.
• Governance: monitor service deliverables, conduct customer meetings and health checks, etc.
• Define and monitor goals and KPIs with customers (Customer Success Planning).
• Be customer advocate and raise topics to leadership before impact.
• Support adoption of CX tools and continuous improvement initiatives.

Skills

Relationship management

Presentation skills

Multi-tasking

Cross-functional collaboration

Change management

Education

College/university degree in CS/MIS or related field

ITIL Foundations certification

Job description

CDW in Mississauga is seeking a proactive Customer Success Manager to own a portfolio of 10–25 clients, focusing on outcomes, value realization, and customer experience across Sales, Professional Services, and Operations.

You will establish trusted advisor relationships, monitor service deliverables with governance, define goals and KPIs, and advocate for the customer while driving adoption of CX tools and continuous improvement.