Customer Success Manager - Pipeline

CDW•Virtual - Illinois, IL

22h•$65,000 - $75,000•Hybrid

About The Position

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.

Requirements

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.

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.