Senior Manager Customer Success and Renewals

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

The Senior Manager, Customer Success and Renewals is a business, sales and solutions thought leader at CDW, responsible for the development and execution of the business unit’s future vision across both the Customer Success and Renewals disciplines. Partnering with sales and solutions and utilizing actionable analytics, this role ensures that Customer Success Managers, Renewal Managers, and supporting roles are delivering to customer outcomes and to retention, renewal, and growth targets. This leader owns the strategies that underpin both functions – the Customer Success lifecycle strategy (Land, Adopt, Expand, Retain) and the renewals strategy that converts adoption into on-time, full-value retention and expansion – and ensures the two operate as one connected motion rather than two hand-offs. The Senior Manager demonstrates focus in leading Managers and Coworkers to achieve financial, operational, and strategic goals, balancing business financials and operational results while maintaining a strong coworker and customer focus. The Senior Manager is a visionary with an objective and pulse on next level customer support, drives strategy, forecasts and evolves the vision of Customer Success and Renewals, understands best in class practices, and inspires innovation. This role is expected to be proficient in the application of AI within the execution of the role, and to define and drive an AI strategy within the team that delivers on the digital strategies required to execute the business unit’s strategy.

What You Will Do

Design and drive the business unit’s future vision and strategy across Customer Success and Renewals, aligning the Customer Success methodologies (Land, Adopt, Expand, Retain) and renewals lifecycle (Forecast, Quote, Negotiate, Close, Retain) to ensure both functions operate as one connected motion and are aligned to individual, team, organization, and company goals.

Own the renewals strategy for the business unit – forecast accuracy, on-time renewal rate, retention and churn mitigation, multi-year commitments, and expansion – and align it to the adoption strategy so that customer outcomes evidenced through Customer Success drive renewal results.

Own the financial management and performance of the Customer Success and Renewals team by defining and managing analytical KPIs across adoption, customer health, renewal rate, on-time renewal, retention, churn, forecast accuracy, and expansion, and deliver against quarterly and long-term financial, operational, and strategic targets.

Execute the AI and digital strategy within the Customer Success and Renewals team by prioritizing and adopting relevant use cases, enabling teams to effectively leverage AI and digital capabilities, measuring impact, and ensuring responsible and compliant use.

Champion the effective use of the underlying data and digital foundation—including customer health, telemetry, entitlement, and renewal data—to support AI-enabled and digital-led engagement and scale coverage across the team.

Be proficient in the use of AI within the execution of the role, applying enterprise AI-enabled tools and insights—such as Copilot, Cowork, and Section Coach—to customer health scoring, renewal forecasting, risk identification, account planning, coworker productivity, and other applicable business needs.

Attract, retain, coach, and develop talent by providing meaningful performance feedback, creating individual development plans, and fostering a culture that supports the growth and advancement of internal talent to execute the business unit’s integrated Customer Success and Renewals strategy.

Serve as the subject matter expert on Customer Success, Renewals, relevant business unit trends, and industry practices, using these insights to evolve the Customer Success and Renewals strategy and drive improved customer outcomes and retention.

Develop and execute customer segmentation strategies for the business unit, aligning team resources and engagement models to customer needs, value, and growth opportunities.

Partner with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies that protect margin while demonstrating value to the customer.

Enforce best practices, motivate, and influence through a culture of Continuous Quality Improvement.

Be an example of our values, The CDW Way, and enforce coworkers to build rapport and corporative relationships with customers and peers while meeting their expectations.

What We Expect of You

Minimum basic requirements Bachelor’s degree in Business Management or a related field, or equivalent experience. 10+ years of experience in Technology Services or Solutions, with demonstrated expertise in Customer Success, Renewals, Retention, or related customer lifecycle functions. 3+ years of experience building, leading, and managing teams focused on Customer Success, Renewals, or both, including experience leading or partnering closely with renewals, retention, subscription, or contract management functions. Strong understanding of the customer and subscription lifecycle, including customer health and adoption, renewal forecasting, retention and churn metrics, expansion, and contract management practices. Strong financial and business acumen, with the ability to analyze performance, manage financial and operational KPIs, and translate insights into strategies that drive retention, growth, and profitability. Thorough knowledge of operational strategies and enterprise infrastructure, with the ability to translate business and customer needs into strategies that drive customer outcomes, retention, and business performance. Demonstrated proficiency with AI tools in a professional setting, including applying AI to daily workflows and coaching teams on effective, responsible, and compliant use. Excellent executive-level interpersonal, written, presentation, consulting, and influencing skills, with the ability to effectively navigate complex or difficult situations, build alignment, and influence customer and internal stakeholders. Demonstrated ability to lead through complexity, manage high-stress workloads, assess and mitigate risks, coordinate cross-functional initiatives, and develop high-performing teams. Ability to travel up to 50%.

Preferred skills, experience and qualities needed

Experience with advanced technology solutions and emerging technologies, particularly within a technology services or solutions environment. Applicable Customer Success Management certification(s). Experience defining and deploying an AI or digital adoption strategy within a customer-facing organization.

Pay range: $137,600 - $192,720 depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials CDW is committed to being an AI-fluent organization As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don’t need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning. Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. 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. At CDW, we make technology work so people can do great things. We are a leading multi‑brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.