AI-Driven Customer Success & Renewals Leader

CO1001 CDW Direct, LLC; Illinois; Hybrid; USD 138,000 - 193,000; Full time

Job summary

CDW is seeking a Senior Manager, Customer Success and Renewals to shape the future vision for the Customer Success and Renewals disciplines in Illinois. This role leads Managers and teams, driving retention, renewal, and growth targets while balancing financial and operational goals.

A strong emphasis on AI applications and responsible digital adoption is required to elevate customer outcomes and business performance.

Qualifications

• 10+ years of experience in Technology Services or Solutions with expertise in Customer Success and Renewals.
• 3+ years leading teams focused on Customer Success or Renewals.
• Strong understanding of the customer/subscription lifecycle, renewal forecasting, retention and churn metrics.
• Excellent executive-level interpersonal, written, presentation, and influencing skills.
• Willingness to travel up to 50%.

Responsibilities

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals.
• Own the renewals strategy for the business unit and align it to adoption to drive renewals.
• Manage analytical KPIs across adoption, customer health, renewal rate, retention, and expansion.
• Execute the AI and digital strategy within the teams, prioritizing relevant use cases and measuring impact.
• Champion the use of data and a digital foundation to scale engagement across the team.
• Be proficient in enterprise AI tools to support customer health scoring and renewal forecasting.
• Attract, retain, coach and develop talent and foster a culture of growth.
• Serve as subject matter expert on Customer Success and Renewals trends.
• Develop and execute customer segmentation strategies and align resources.
• Partner with sales, OEM and finance on renewal pricing and negotiation strategies.
• Enforce best practices and a culture of continuous quality improvement.
• Be an ambassador of CDW values and foster rapport with customers and peers.

Skills

Leadership

Customer Success

Renewals

Forecasting

AI tools

Education

Bachelor’s degree in Business Management or related field

Tools

Copilot

Cowork

Section Coach

Job description

CDW is seeking a Senior Manager, Customer Success and Renewals to shape the future vision for the Customer Success and Renewals disciplines in Illinois. This role leads Managers and teams, driving retention, renewal, and growth targets while balancing financial and operational goals.

A strong emphasis on AI applications and responsible digital adoption is required to elevate customer outcomes and business performance.