Description
The Customer Success Manager (CSM) role focuses on full-stack solution sale and adoption as well as ongoing customer satisfaction. This role is responsible for working with sales, solutions, services, and channel teams to plan and organize customer success strategies. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases.
The CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and are seen as a trusted advisor who drives business outcomes.
The CSM is expected to be subject matter expert in Hyperscale Cloud Services. This position will require presenting and selling CDW's full stack services capabilities with an emphasis on cloud solutions through customer-facing meetings or events.
The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.
Role Overview - Customer Success Manager, Microsoft
This CSM role will also focus on lifecycle management of Microsoft solutions and services.
Key Areas of Responsibility
- Establish a trusted/strategic advisor relationship with each customer to drive full value of our solutions.
- Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their desired outcomes.
- Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization.
- Drive adoption and consumption for cloud services through various programs
- Build robust Cloud related solutions based on competitive and market understanding with CDW services
- Be a recognized expert and thought leader in the practical application of CDW and Cloud solutions
- Utilize Ai tools to develop and deliver strategic "success plans" in collaboration with internal teams to key customers, identifying stakeholders, milestones, metrics, and risks inherent to the journey
- Ensures customer creates value through defining and achieving business outcomes
- Gather advanced insights and knowledge of your customers business/industry
- Escalate critical customer issues and ensure escalation ownership internally Act as the Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams Drive customer readiness for solutions and services as well as updates, ensuring they are aware of and prepared for potential impacts
- Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in the existing base
- Ability to orchestrate and gain strong buy-in with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect, Specialists) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle
- Measure and report on the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes.
- Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base, including the facilitation of change orders, as necessary.
Sales Support
- Offers support for partner programs or other funding/incentive programs, and customer engagement history.
- Prioritizes time spent on opportunities based on potential return on investment.
- Produces Bills of Materials, including product maintenance; contributes to Statements of Work, (including work estimates), RFPs, RFIs, and proposal content.
- Maintains pre-sales pipeline data, develops creative and/or effective plans, and takes actions to move opportunities to closure.
The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Position Descriptions are subject to change.
Minimum Qualifications
- Bachelor's Degree or equivalent experience
- Two-year minimum technical pre-sales or technical architecting experience
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Experience with AWS, Microsoft, GCP
Other Requirements
- Proven ability to drive continuous value of solution(s)
- Familiarity working with clients of all sizes
- Impeccable written and verbal communication skills
- Detail oriented and analytical
- Strong team player but still a self-starter
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training
- Knowledge and proven success of engaging and working with sales teams
- Strong interpersonal and presentation skills, including consulting skills
- Strong passion for learning and teaching others
- Ability to think creatively, apply this to Ai tooling and come up with proactive ideas that will increase sales
- Strong problem-solving skills
- Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
- Proficient in Microsoft office applications
- Experience with professional services discussions and delivery to customers.
- Experience with Project Management considered an asset.
Pay range: $70,000- $ 96,400, depending on experience and skill set
At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek and paid on a bi-weekly payroll schedule.
CDW is committed to being an AI-fluent organization
We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.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.
