Senior Manager, Customer Success and Renewals

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Create and steer the future vision and strategy for the business unit, focusing on Customer Success and Renewals.

• Synchronize Customer Success methodologies and the renewals lifecycle to ensure both functions work seamlessly together.

• Take ownership of the renewals strategy, which includes forecast accuracy, timely renewal rates, retention, churn reduction, multi-year commitments, and expansion initiatives.

• Oversee financial performance and analytical KPIs of the team, covering adoption, customer health, renewals, retention, churn, forecasting, and expansion.

• Implement AI and digital strategies, prioritize relevant use cases, measure their impact, and ensure responsible and compliant utilization.

• Advocate for customer health, telemetry, entitlements, and renewal data to facilitate AI-driven and digital-led engagement.

• Utilize enterprise AI tools and insights for customer health scoring, renewal forecasting, risk assessment, account planning, and enhancing coworker productivity.

• Attract, retain, mentor, and nurture talent through constructive feedback and tailored development plans.

• Act as a subject matter expert in Customer Success, Renewals, industry trends, and best practices within the business unit.

• Formulate and implement customer segmentation strategies that align with customer needs, value, and growth opportunities.

• Collaborate with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies.

• Promote best practices and drive team motivation through Continuous Quality Improvement.

• Embody CDW values and foster strong relationships with both customers and colleagues.

⛳️ Requirements

• A Bachelor’s degree in Business Management or a related field, or equivalent practical experience.

• Over 10 years of experience within Technology Services or Solutions, specifically in Customer Success, Renewals, Retention, or similar customer lifecycle functions.

• More than 3 years of experience in building, leading, and managing teams dedicated to Customer Success, Renewals, or both.

• Proven experience in leading or closely collaborating with renewals, retention, subscription, or contract management functions.

• Strong grasp of the customer and subscription lifecycle, including customer health and adoption, renewal forecasting, retention and churn metrics, expansion, and contract management practices.

• Solid financial and business acumen, encompassing performance analysis, management of financial and operational KPIs, and the ability to translate insights into effective strategies.

• In-depth knowledge of operational strategies and enterprise infrastructure.

• Proven proficiency with AI tools in a professional context, including the application of AI in daily workflows and coaching teams on effective, responsible, and compliant usage.

• Exceptional interpersonal, written, presentation, consulting, and influencing skills at an executive level.

• Capability to lead through complexity, manage high-stress situations, assess and mitigate risks, coordinate cross-functional initiatives, and develop high-performing teams.

• Willingness to travel up to 50% of the time.

• Familiarity with advanced and emerging technology solutions, especially within a technology services or solutions context (preferred).

• Relevant Customer Success Management certification(s) (preferred).

• Experience in defining and implementing an AI or digital adoption strategy within a customer-facing organization (preferred).

🏝️ Benefits

• Annual bonus target of 25%, subject to the terms and conditions of the plan.

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Flexible remote work arrangement.

• Opportunity to collaborate in a team-oriented environment.

• Professional growth and development support.

• Travel requirement of up to 50%.