Customer Success Manager

🔥 18 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $95k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Manage a portfolio of CDW Lifecycle repair customers • Serve as the primary connection between customers and internal teams • Lead onboarding of new customers, host kickoff meetings, validate scope, set expectations, and demonstrate software application use • Guide customers through product and service adoption to support intended use and value realization • Serve as the primary point of contact for assigned customer accounts • Build and maintain productive relationships with customer stakeholders • Coordinate with internal teams to address customer needs, questions, and issues • Proactively communicate updates, risks, and next steps to stakeholders • Monitor KPIs and customer sentiment daily to identify risks and support retention • Compile and share weekly reports using internal systems, escalated tickets, and service-related data • Conduct regular account meetings focused on performance, open items, and improvement areas • Partner with sales to support contract renewals • Identify opportunities for additional products or services aligned with customer needs and usage • Gather, document, and follow up on customer feedback • Share trends and insights to support service and product improvements • Provide fleet sustainability feedback and recommendations • Track tasks, update status, and provide daily updates in an internal work tracking system • Collaborate with Customer Success Managers and Project Managers on Customer Success initiatives • Guide and mentor other Customer Success Managers

🎯 Requirements

• Minimum of 5 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred • Experience with customer escalations, navigating difficult conversations, and operating proficiently in heightened stress environments • Experience managing accounts or services engagements for strategic or enterprise customers • Strong verbal and written communication skills • Experience supporting customer retention, renewals, or account management activities • Proficiency with standard office productivity tools • Strong organizational and time management skills • Ability to manage multiple customer accounts and priorities concurrently • Willingness to travel up to 10% during peak periods • Working knowledge of Salesforce, Power BI, Excel, Repair Engine, Trainual, and other systems as required • Readiness to explore, adapt to, and grow with evolving technology and AI tools

🏖️ Benefits

• 10% annual bonus • Benefits package (benefits overview provided) • Remote work arrangement • Travel up to 10% during peak periods