Customer Success Manager

CDW is a leading multi-brand provider of information technology solutions. As a Customer Success Manager, you will lead the customer onboarding journey, ensuring that new customers are fully prepared for project launch by coordinating schedules and aligning resources.

Responsibilities:

• Manage the customer experience from contract signature through Project Kickoff, ensuring timely preparation and alignment across all teams involved
• Coordinate project start dates with customer availability and internal delivery capacity, working closely with the Operations team for resource planning
• Lead Welcome calls and serve as the primary point of contact during onboarding, maintaining ownership until the Project Manager takes over at the Kickoff call
• Work cross-functionally with Sales, Professional Services Delivery, CDW internal teams, and partner teams to streamline planning and eliminate blockers for service delivery
• Ensure all technical prerequisites are completed before the Project Kickoff call, including AWS access, stakeholder coordination, and internal resource scheduling
• For select customers, stay engaged from the first project Onboarding through the start of the following phases to provide customers with ongoing support and continuity
• Maintain accurate onboarding dates and customer records in Mavenlink, ClickUp, and CRM systems to track milestones and early engagement progress
• Communicate risks, issues, and customer feedback to internal teams to support improvements in onboarding and delivery
• Provide early-stage support for strategic customers and facilitate a smooth handoff to project and delivery teams
• Help reduce time-to-launch by identifying and resolving potential delays, contributing to more efficient revenue recognition
• Stay informed on Mission Cloud service offerings and how they connect to customer needs to better guide customer discussions

Requirements:

• Experience working in customer success or a related function such as B2B sales, account management, or technical account management, preferably within technical consulting or SaaS industries
• Proven ability to manage multiple customer relationships, timelines, and priorities in a fast-paced, high-growth environment
• Strong communication and organizational skills, with comfort presenting to both internal stakeholders and external customers
• Familiarity with onboarding workflows and cross-functional collaboration in technical delivery environments
• Experience advocating for customers across teams to identify solutions, resolve blockers, and improve customer outcomes
• Proficiency with CRM platforms and presentation tools, including Google Slides or PowerPoint
• AWS Cloud Practitioner certification, or willingness to obtain certification within 60 days of hire
• Ability to travel up to 10%