Principal Customer Success Manager, Managed Services

Principal Customer Success Manager

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

The Principal Customer Success Manager (Principal CSM) is a strategic leader and key advocate for our customers, ensuring they achieve their business objectives and maximize the value of their investment with CDW Managed Services. This role is responsible for fostering deep customer relationships, driving adoption, retention, renewals, and expansion. The Principal CSM will oversee a portfolio of high-value, complex enterprise customers and serve as an executive-level advisor to guide and align their business goals with CDW's technology solutions. Additionally, the Principal CSM acts as a cross-functional leader, driving strategic initiatives, and influencing internal processes to enhance customer success outcomes.

What will you do :

• Serve as a strategic executive advisor for enterprise-level customers, fostering long-term relationships and trust.
• Develop and execute comprehensive customer success strategies to achieve measurable business outcomes for clients.
• Act as a senior escalation point for high-profile customers, ensuring resolution of complex issues and challenges.
• Drive customer adoption and utilization of managed services, maximizing ROI and value realization.
• Engage with customer executives and influential stakeholders to define and measure the overall impact of solutions.
• Provide high-level strategic guidance by staying updated on industry trends, competitive landscapes, and emerging technologies.
• Establish and lead strategic business reviews (QBRs / EBRs) with executive stakeholders to review progress, challenges, and opportunities.
• Identify and lead expansion opportunities, collaborating with sales and account teams to drive revenue growth.
• Ensure customer renewals by demonstrating continuous value, driving retention, and securing long-term commitments.
• Influence internal teamsincluding product development, engineering, service delivery, and salesto enhance customer experiences.
• Lead internal initiatives that improve service offerings, operational efficiency, and customer success processes.
• Mentor and coach Associate CSMs and Senior CSMs, fostering professional growth and best practices within the team.

What we expect of you :

Pay range : $147,800 $203,480, depending on experience and skill set Annual bonus target : 10% subject to terms and conditions of plan Benefits overview : https : / / cdw.benefit-info.com Note : Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.