[Hiring] Senior Manager Customer Success and Renewals @CDW

Role 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. This leader owns the strategies that underpin both functions and ensures the two operate as one connected motion.

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals.
• Own the renewals strategy for the business unit, including forecast accuracy and retention.
• Manage financial performance by defining and managing analytical KPIs.
• Execute the AI and digital strategy within the Customer Success and Renewals team.
• Champion the effective use of underlying data to support AI-enabled engagement.
• Attract, retain, coach, and develop talent within the team.
• Serve as the subject matter expert on Customer Success and Renewals.
• Develop and execute customer segmentation strategies.
• Partner with sales and finance on renewal pricing and negotiation strategies.
• Enforce best practices and motivate through a culture of Continuous Quality Improvement.
• Be an example of CDW values and build rapport with customers and peers.

Qualifications

• Bachelor’s degree in Business Management or a related field, or equivalent experience.
• 10+ years of experience in Technology Services or Solutions.
• 3+ years of experience building and managing teams focused on Customer Success or Renewals.
• Strong understanding of the customer and subscription lifecycle.
• Strong financial and business acumen.
• Thorough knowledge of operational strategies and enterprise infrastructure.
• Demonstrated proficiency with AI tools in a professional setting.
• Excellent executive-level interpersonal and influencing skills.
• Demonstrated ability to lead through complexity and manage high-stress workloads.
• Ability to travel up to 50%.

Requirements

• Experience with advanced technology solutions and emerging technologies.
• Applicable Customer Success Management certification(s).
• Experience defining and deploying an AI or digital adoption strategy.

Benefits

• 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/