Senior Manager, Customer Success and Renewals

🔥 5 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $137.6k - $192.7k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals • Align Customer Success methodologies and renewals lifecycle so both functions operate as one connected motion • Own renewals strategy, including forecast accuracy, on-time renewal rate, retention, churn mitigation, multi-year commitments, and expansion • Manage team financial performance and analytical KPIs across adoption, customer health, renewal, retention, churn, forecasting, and expansion • Execute AI and digital strategy, prioritize relevant use cases, measure impact, and ensure responsible and compliant use • Champion customer health, telemetry, entitlement, and renewal data to support AI-enabled and digital-led engagement • Apply enterprise AI tools and insights to customer health scoring, renewal forecasting, risk identification, account planning, and coworker productivity • Attract, retain, coach, and develop talent through feedback and individual development plans • Serve as subject matter expert on Customer Success, Renewals, business unit trends, and industry practices • Develop and execute customer segmentation strategies aligned to customer needs, value, and growth opportunities • Partner with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies • Enforce best practices and motivate teams through Continuous Quality Improvement • Model CDW values and build strong relationships with customers and peers

🎯 Requirements

• Bachelor’s degree in Business Management or a related field, or equivalent experience • 10+ years of experience in Technology Services or Solutions, with 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 • 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, including analyzing performance, managing financial and operational KPIs, and translating insights into strategies • Thorough knowledge of operational strategies and enterprise infrastructure • 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 • 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% • Experience with advanced and emerging technology solutions, particularly in a technology services or solutions environment (preferred) • Applicable Customer Success Management certification(s) (preferred) • Experience defining and deploying an AI or digital adoption strategy within a customer-facing organization (preferred)

🏖️ Benefits

• Annual bonus target of 25% subject to terms and conditions of plan • Benefits package (details provided at https://cdw.benefit-info.com/) • Remote work arrangement • Opportunity to work in a collaborative environment • Professional growth and supported development • Travel up to 50%