ITS - Customer Success Manager (CSM)
At CDW, we highly value the energy and commitment you bring to your job every day. Our Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, multi-billion-dollar Fortune 200 leader. The number one name in Canada for IT solutions, we're driving meaningful technological change for companies in virtually every industry.
As a CSM, your focus will be to own key customer relationships, focused on the customer experience and outcomes for a portfolio of accounts. You act as the central point of alignment across teams, ensuring services are delivered in line with customer objectives, risks are proactively managed, and value is continuously realized.
This role is ideal for a proactive, commercially aware, and customer-focused professional who can operate across multiple stakeholders and drive meaningful outcomes. The CSM plays a key role in delivering a consistent, end-to-end experience across Sales, Professional Services, Managed Services, and Operations.
What you’ll do:- Be accountable for all aspects of customer experience for the portfolio of 10-25 clients, assigned to you
- Establish trusted/strategic advisor relationship with clients and drive continued value of our solutions and growth within the portfolio
- Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
- Work with customers to establish critical goals and KPI’s I.e., Customer Success Planning
- Be aware of all incidents, projects and activities that CDW’s Managed and Professional Services are engaged in for your assigned customers
- Be customer advocate, bringing topics of interest and concern to leaderships attention before the customer’s business is impacted
- Contribute to continuous improvement initiatives and adoption of CX tools and processes (e.g., Gainsight)
Must-have:
- College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
- 5+ years of experience in a customer-facing role within a technology or services environment (e.g., Customer Success, Service Delivery, Account Management)
- ITIL foundations certification
- B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
- Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
- The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
- Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
- Technical certifications (current within the last 5 years) from any of the following vendors:
Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft
- Advanced ITIL Certification at the Practitioner or higher level
- Experience with Customer Success tools (e.g. Gainsight)
- Lean/Six Sigma Belt Certification at the Green Belt or higher level
- Business Relationship Management Professional Certification (BRMP)
- Ability to obtain and maintain Canadian Security clearance
CDW is committed to being an AI-fluent organization
We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not…
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