Senior Manager Customer Success and Renewals

CDW is a technology solutions provider serving business, government, education, and healthcare organizations. The Senior Manager, Customer Success and Renewals leads the integrated strategy, financial performance, AI adoption, and execution of Customer Success and Renewals functions, while developing teams and driving customer retention, renewal, expansion, and growth outcomes.

Responsibilities:

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals, aligning the Customer Success methodologies (Land, Adopt, Expand, Retain) and renewals lifecycle (Forecast, Quote, Negotiate, Close, Retain) to ensure both functions operate as one connected motion and are aligned to individual, team, organization, and company goals
• Own the renewals strategy for the business unit – forecast accuracy, on-time renewal rate, retention and churn mitigation, multi-year commitments, and expansion – and align it to the adoption strategy so that customer outcomes evidenced through Customer Success drive renewal results
• Own the financial management and performance of the Customer Success and Renewals team by defining and managing analytical KPIs across adoption, customer health, renewal rate, on-time renewal, retention, churn, forecast accuracy, and expansion, and deliver against quarterly and long-term financial, operational, and strategic targets
• Execute the AI and digital strategy within the Customer Success and Renewals team by prioritizing and adopting relevant use cases, enabling teams to effectively leverage AI and digital capabilities, measuring impact, and ensuring responsible and compliant use
• Champion the effective use of the underlying data and digital foundation—including customer health, telemetry, entitlement, and renewal data—to support AI-enabled and digital-led engagement and scale coverage across the team
• Be proficient in the use of AI within the execution of the role, applying enterprise AI-enabled tools and insights—such as Copilot, Cowork, and Section Coach—to customer health scoring, renewal forecasting, risk identification, account planning, coworker productivity, and other applicable business needs
• Attract, retain, coach, and develop talent by providing meaningful performance feedback, creating individual development plans, and fostering a culture that supports the growth and advancement of internal talent to execute the business unit’s integrated Customer Success and Renewals strategy
• Serve as the subject matter expert on Customer Success, Renewals, relevant business unit trends, and industry practices, using these insights to evolve the Customer Success and Renewals strategy and drive improved customer outcomes and retention
• Develop and execute customer segmentation strategies for the business unit, aligning team resources and engagement models to customer needs, value, and growth opportunities
• Partner with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies that protect margin while demonstrating value to the customer
• Enforce best practices, motivate, and influence through a culture of Continuous Quality Improvement
• Be an example of our values, The CDW Way, and enforce coworkers to build rapport and corporative relationships with customers and peers while meeting their expectations

Requirements:

• Bachelor's degree in Business Management or a related field, or equivalent experience
• 10+ years of experience in Technology Services or Solutions, with demonstrated 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, including 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, with the ability to analyze performance, manage financial and operational KPIs, and translate insights into strategies that drive retention, growth, and profitability
• Thorough knowledge of operational strategies and enterprise infrastructure, with the ability to translate business and customer needs into strategies that drive customer outcomes, retention, and business performance
• 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, with the ability to effectively navigate complex or difficult situations, build alignment, and influence customer and internal stakeholders
• Demonstrated 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 technology solutions and emerging technologies, particularly within a technology services or solutions environment
• Applicable Customer Success Management certification(s)
• Experience defining and deploying an AI or digital adoption strategy within a customer-facing organization