Strategic Customer Success Manager — Managed Services

CDW; Peterborough; On-site; GBP 45,000 - 65,000; Full time

Job summary

CDW is seeking a Customer Success Manager to drive proactive engagement and outcomes for a portfolio of mid-tier customer accounts. You will partner with Sales, Renewals, and Service Delivery to ensure renewal readiness and continued value realization.

In this role, you will develop success plans, monitor KPIs, and run business reviews to demonstrate measurable outcomes. Strong relationship-building and data-driven insights are essential to succeed.

Qualifications

• Experience running a proactive, scaled customer cadence across a mid-tail portfolio.
• Experience in or with a managed services environment, understanding SLAs and contracted scope.
• Strong ability to build outcome- and KPI-led plans and run business reviews.
• Proven ability to identify risk, spotting early warning signals and keeping accounts renewal-ready.
• Ability to drive adoption and value realization after service transitions.
• Strong commercial awareness and comfort with renewal conversations.

Responsibilities

• Drive a proactive, predictable cadence across the mid-tail portfolio.
• Plan engagement ahead of service reviews, contract anniversaries, and renewal milestones.
• Maintain consistent, forward-looking contact that anticipates customer needs and progresses outcomes.
• Align engagement with the service governance cadence run by Service Delivery.
• Develop and maintain success plans and KPIs for each account.
• Run 6-monthly business reviews covering service performance and outcomes.
• Identify early warning signals and keep accounts renewal-ready.
• Surface expansion opportunities with Sales and drive value realization.

Skills

Customer success management

Renewals management

Risk management

Stakeholder management

Communication

Cross-functional collaboration

Job description

CDW is seeking a Customer Success Manager to drive proactive engagement and outcomes for a portfolio of mid-tier customer accounts. You will partner with Sales, Renewals, and Service Delivery to ensure renewal readiness and continued value realization.

In this role, you will develop success plans, monitor KPIs, and run business reviews to demonstrate measurable outcomes. Strong relationship-building and data-driven insights are essential to succeed.