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Principal Customer Success Manager, Managed Services

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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.<br><br>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.<br><br>What will you do:<br>• Serve as a strategic executive advisor for enterprise-level customers, fostering long-term relationships and trust.<br>• Develop and execute comprehensive customer success strategies to achieve measurable business outcomes for clients.<br>• Act as a senior escalation point for high-profile customers, ensuring resolution of complex issues and challenges.<br>• Drive customer adoption and utilization of managed services, maximizing ROI and value realization.<br>• Engage with customer executives and influential stakeholders to define and measure the overall impact of solutions.<br>• Provide high-level strategic guidance by staying updated on industry trends, competitive landscapes, and emerging technologies.<br>• Establish and lead strategic business reviews (QBRs/EBRs) with executive stakeholders to review progress, challenges, and opportunities.<br>• Identify and lead expansion opportunities, collaborating with sales and account teams to drive revenue growth.<br>• Ensure customer renewals by demonstrating continuous value, driving retention, and securing long-term commitments.<br>• Influence internal teams-including product development, engineering, service delivery, and sales-to enhance customer experiences.<br>• Lead internal initiatives that improve service offerings, operational efficiency, and customer success processes.<br>• Mentor and coach Associate CSMs and Senior CSMs, fostering professional growth and best practices within the team.<br><br>What we expect of you:<br>• Bachelor's Degree plus 7 years of experience in IT, customer success, relationship management, project management, or account management with direct customer advocacy experience; OR 11 years of experience in relevant fields.<br>• Proven track record in a senior customer success or account management role, with<br><br>demonstrated success in driving adoption, retention, expansion, and renewals.<br>• Exceptional ability to engage, influence, and communicate effectively with C-level executives and enterprise stakeholders.<br>• Strong leadership skills with the ability to drive strategic initiatives.<br>• Deep analytical and problem-solving skills with a data-driven approach to customer engagement.<br>• Experience in leading escalations, managing executive expectations, and driving resolution of critical issues.<br>• Ability to work cross-functionally and influence internal teams to enhance customer experience and drive service improvements.<br>• Strong understanding of financial acumen and its application to business decisions and customer ROI.<br>• Demonstrated experience in delivering impactful presentations to both internal and external executive stakeholders.<br>• Ability to prioritize and manage multiple priorities simultaneously and drive adoption to the changing needs of the business while meeting deadlines.<br>• Ability and willingness to travel up to 10% or as needed to other CDW locations or client<br><br>sites.<br>• Experience in Managed Services or IT, a plus<br>• ITIL Foundation Certification, a plus<br>• Customer Success Certification. • PMP or Project Management experience • Proficiency in Microsoft Office Suite, Gainsight and ServiceNow, a plus<br><br>Pay range: $147,800 - $203,480, depending on experience and skill set<br>Annual bonus target: 10% subject to terms and conditions of plan<br>Benefits overview: https://cdw.benefit-info.com<br>Note: Salary ranges may be subject to geographic differentials<br><br><b>We make technology work so people can do great things. </b> <br><br>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.<br><br>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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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