Senior Manager Customer Success and Renewals

CDW•Virtual - Illinois, IL

1d•$137,600 - $192,720

About The Position

The Senior Manager, Customer Success and Renewals is a business, sales, and solutions leader at CDW, responsible for developing and executing the business unit’s vision across Customer Success and Renewals. The role partners with sales and solutions and uses actionable analytics to ensure Customer Success Managers, Renewal Managers, and supporting teams deliver customer outcomes and meet retention, renewal, and growth targets. It owns the Customer Success lifecycle strategy (Land, Adopt, Expand, Retain) and the renewals strategy that turns adoption into on-time, full-value retention and expansion, ensuring the functions operate as one connected motion. The role leads managers and coworkers toward financial, operational, and strategic goals while maintaining a strong customer and coworker focus. It forecasts and evolves the vision for Customer Success and Renewals, applies industry best practices, and promotes innovation. The Senior Manager is expected to use AI proficiently in day-to-day work and define and drive an AI strategy for the team that supports the business unit’s digital strategy. The role owns team performance and financial management, including analytical KPIs covering adoption, customer health, renewal rate, on-time renewal, retention, churn, forecast accuracy, and expansion. It drives AI and digital adoption, uses customer and renewal data to scale engagement, develops talent, sets customer segmentation and engagement strategies, and partners with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiations.

Requirements

Bachelor’s degree in Business Management or a related field, or equivalent experience.
10+ years of experience in Technology Services or Solutions, with 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 leading or closely partnering 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, including analyzing performance, managing financial and operational KPIs, and translating insights into retention, growth, and profitability strategies.
Thorough knowledge of operational strategies and enterprise infrastructure, and 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, including navigating complex situations, building alignment, and influencing customer and internal stakeholders.
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%.

Nice To Haves

Experience with advanced and emerging technology solutions, particularly in 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.

Responsibilities

Design and drive the business unit’s vision and strategy across Customer Success and Renewals, aligning their lifecycle methodologies and goals so both functions operate as a connected motion.
Own the business unit’s renewals strategy, including forecast accuracy, on-time renewals, retention, churn mitigation, multi-year commitments, and expansion; align renewal outcomes with customer adoption.
Manage the financial performance of the Customer Success and Renewals team, defining and tracking KPIs and delivering quarterly and long-term financial, operational, and strategic targets.
Execute the team’s AI and digital strategy by prioritizing use cases, enabling effective adoption, measuring impact, and ensuring responsible and compliant use.
Champion the use of customer health, telemetry, entitlement, and renewal data to support AI-enabled and digital-led engagement and scale team coverage.
Use enterprise AI tools and insights, including Copilot, Cowork, and Section Coach, for customer health scoring, renewal forecasting, risk identification, account planning, coworker productivity, and other business needs.
Attract, retain, coach, and develop talent through performance feedback, development plans, and a culture that supports internal growth and advancement.
Serve as a subject matter expert on Customer Success, Renewals, business unit trends, and industry practices to evolve strategy and improve customer outcomes and retention.
Develop and execute customer segmentation strategies that align team resources and engagement models with 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 and demonstrate customer value.
Enforce best practices and motivate and influence through a culture of Continuous Quality Improvement.
Model CDW’s values and foster rapport and cooperative relationships with customers and peers while meeting expectations.