Strategic Customer Success Manager, Managed Services

CDW group; Peterborough; On-site; GBP 42,000 - 65,000; Full time

Job summary

CDW is a Fortune 500 technology solutions provider seeking a Customer Success Manager to proactively engage a mid-tail portfolio, drive adoption, and ensure renewal readiness. You will partner with Sales, Renewals, and Service Delivery to deliver measurable outcomes and value realization for our customers.

In this role, plan engagements, run business reviews, identify risks early, and maintain strong relationships across stakeholders to ensure renewal success and high customer satisfaction.

Qualifications

• Experience running a proactive, scaled customer cadence across a mid-tail portfolio.
• Experience with managed services, service delivery, SLAs, and contracted scope.
• Strong success-planning, KPI-based plans and business reviews.
• Ability to identify risk and keep accounts renewal-ready for Renewals.
• Drive adoption and value realisation after service transition.
• Strong commercial awareness and renewal readiness.

Responsibilities

• Drive proactive cadence across the mid-tail portfolio.
• Plan engagements ahead of reviews, anniversaries, and renewal milestones.
• Maintain forward-looking contact to progress outcomes.
• Coordinate engagement with Service Delivery for a joined-up view.
• Develop and maintain success plans and KPIs for each account.
• Run bi-annual business reviews on service performance and outcomes.

Skills

Customer focus

Relationship-building

Proactivity

Organization

Commercial awareness

Renewal awareness

Data-driven

Communication

Stakeholder mgmt

Resilience

Adaptability

Continuous learning

Job description

CDW is a Fortune 500 technology solutions provider seeking a Customer Success Manager to proactively engage a mid-tail portfolio, drive adoption, and ensure renewal readiness. You will partner with Sales, Renewals, and Service Delivery to deliver measurable outcomes and value realization for our customers.

In this role, plan engagements, run business reviews, identify risks early, and maintain strong relationships across stakeholders to ensure renewal success and high customer satisfaction.