Customer Success Manager - Pipeline

Job Summary

The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts and supporting customer success across the full customer lifecycle. This role focuses on customer onboarding, adoption, ongoing account management, renewals, and identifying opportunities to expand customer usage of products and services. The CSM works cross-functionally with internal teams to address customer needs, monitor account health, and support long-term customer retention.
What You Will Do:

Account Management:

• 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.

Onboarding and Adoption:

• Support onboarding of new customers to ensure a smooth transition.

• Guide customers through product and service adoption to support intended use and value realization.

Customer Health and Retention:

• Monitor customer health indicators and usage trends.

• Identify potential risks and escalate or address issues to support customer retention and reduce churn.

Data, Reporting, and Reviews:

• 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.

Renewals and Growth Support:

• Partner with the sales team to support contract renewals.

• Identify opportunities for additional products or services aligned to customer needs and usage.

Customer Feedback and Continuous Improvement:

• Gather and document customer feedback.

• Share trends and insights with internal teams to support service and product improvements.

Tools and Systems:

• 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.

What We Expect Of You:

• Minimum of 3 years of experience in customer service, customer success, or customer-facing project management; technology-related experience preferred.

• 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.

Pay range: $ 65,000- $ 75,000 depending on experience and skill set. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials.

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 replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

 

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

 

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.