Customer Success Manager - Pipeline

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts, focusing on onboarding, adoption, account management, and customer retention.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts
• Build and maintain productive working relationships with customer stakeholders
• Coordinate with internal teams to address customer needs, questions, and issues
• Support onboarding of new customers to ensure a smooth transition
• Guide customers through product and service adoption to support intended use and value realization
• Monitor customer health indicators and usage trends
• Identify potential risks and escalate or address issues to support customer retention and reduce churn
• Conduct regular account meetings focused on performance, open items, and areas for improvement
• Compile and share relevant data points, including insights from internal systems, escalated tickets, and service-related issues
• Prepare recurring reports on account status and customer health to support internal planning and decision-making
• Partner with the sales team to support contract renewals
• Identify opportunities for additional products or services aligned to customer needs and usage
• Gather and document customer feedback
• Share trends and insights with internal teams to support service and product improvements
• Maintain working knowledge of company products, systems, and processes
• Use tools such as Salesforce, Power BI, Excel, Repair Engine, Trainual, and other systems as required to manage accounts and reporting

Requirements:

• Minimum of 3 years of experience in customer service, customer success, or customer-facing project management
• 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 20% during peak periods
• Technology-related experience preferred