Senior Enterprise Customer Success Leader

CDW; United States; Remote; USD 97,000 - 136,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

CDW is seeking a Senior Customer Success Manager to be the key advocate for an enterprise portfolio, driving value and outcomes from CDW Managed Services. You will lead adoption, retention, renewals, and expansion by building trusted relationships and guiding cross-functional teams to deliver exceptional service.

You will communicate with executives, define success plans, and collaborate with product, engineering, governance, and sales to simplify processes and accelerate value realization for

Qualifications

• Bachelor's degree required or equivalent experience.
• 5+ years in IT, relationship/project/account management with customer advocacy.
• Proven track record in customer success, retention, renewals and expansion.
• Strong verbal, written, and presentation skills for diverse audiences.
• Ability to manage multiple priorities and lead cross-functional teams.
• Experience with Gainsight and ServiceNow a plus; willing to travel 10–20%.

Responsibilities

• Establish trusted advisor relationships with enterprise customers.
• Serve as main contact to drive adoption, retention, renewal and expansion.
• Develop and execute customer success plans aligned to business outcomes.
• Coordinate with product, engineering, services and sales to deliver solutions.
• Monitor KPIs and report progress to executives and sponsors.
• Identify upsell and cross-sell opportunities and coordinate with sales.
• Address escalations and coordinate resolution with relevant teams.
• Coach and mentor Associate CSMs and other team members.

Skills

Relationship management

Customer Success

Executive communication

Cross-functional collaboration

Strategic planning

Gainsight experience

ServiceNow experience

Travel up to 20%

Education

Bachelor's Degree

Tools

Gainsight

ServiceNow

CRM systems

Job description

CDW is seeking a Senior Customer Success Manager to be the key advocate for an enterprise portfolio, driving value and outcomes from CDW Managed Services. You will lead adoption, retention, renewals, and expansion by building trusted relationships and guiding cross-functional teams to deliver exceptional service.

You will communicate with executives, define success plans, and collaborate with product, engineering, governance, and sales to simplify processes and accelerate value realization for