Customer Success Lead

CDW; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT solutions provider is looking for a Customer Success Lead to define and execute strategies that improve customer satisfaction and retention. This role will involve leading a new Customer Success function, ensuring customers gain maximum value from solutions and building a high-performing team. The ideal candidate will have proven experience in customer success and strong analytical and communication skills. This position is full-time and located in Greater London.

Qualifications

• Proven experience in Customer Success or similar client-focused roles.
• Ability to engage confidently with technical and non-technical audiences.
• Demonstrated success in building or scaling Customer Success operations.
• Highly organized and proactive with the ability to manage multiple priorities.
• Experience with Managed Services or ITIL frameworks is a plus.

Responsibilities

• Lead the development of Customer Success practice.
• Build and implement a customer success strategy.
• Manage the full customer lifecycle from onboarding to renewal.
• Collaborate with internal teams for measurable outcomes.
• Develop customer success plans aligned with client objectives.

Skills

Customer Success Management

Strategic Thinking

Analytical Skills

Communication

Collaboration

Tools

Gainsight

ServiceNow

Microsoft Office Suite

Job description

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. Its why were 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 were headed. were proud to share our story and Make Amazing Happen at CDW.

Job Summary

As the Customer Success Lead youll define and execute the strategy that drives customer satisfaction retention and growth within CDWs Cisco business. Youll lead a new and evolving Customer Success function; shaping processes building a high-performing team and fostering a customer-first culture. This is a visible high-impact role for someone who blends strategic thinking with hands‑on delivery working across teams to ensure customers gain maximum value from CDWs Cisco solutions.

What You Will Do

• Lead the development and growth of CDWs Customer Success practice to enhance satisfaction retention and long-term customer value.
• Build and implement a customer success strategy aligned with business goals and Cisco partnership objectives.
• Manage the full customer lifecycle: from onboarding and adoption to renewal and expansion.
• Collaborate with internal teams to identify opportunities mitigate renewal risks and deliver measurable outcomes.
• Develop customer success plans that align technology adoption with each clients objectives and industry trends.
• Build trusted strategic relationships with customers and partners becoming a key advisor in driving technology adopting and business impact.
• Leverage data insights to identify growth opportunities and continuously improve service delivery.
• Stay informed on market dynamics customer trends and competitive insights to provide strategic guidance and thought leadership.

What We Expect of You

• Proven experience in Customer Success Account Management or similar client‑focused roles within the IT industry.
• Strong communicator able to engage confidently with technical and non‑technical audiences from end users to executives.
• Strategic and analytical thinker with the ability to turn insights into action.
• Demonstrated success in building or scaling Customer Success operations.
• Highly organised proactive and adaptable - able to manage multiple priorities in a fast‑paced environment.
• Skilled at fostering collaboration across sales service and technical teams.
• A natural relationship builder who brings empathy commercial acumen and problem‑solving expertise to every interaction.
• Experience with Managed Services ITIL frameworks or project management (PMP certification desirable).
• Familiarity with tools such as Gainsight ServiceNow or the Microsoft Office Suite is a plus.

We make technology work so people can do great things.

CDW is a leading multi‑brand provider of information technology solutions to business government education and healthcare customers in the United States the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together we unite. Together we win. Together we thrive.

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.

Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full-Time

Experience : years

Vacancy : 1