Senior Manager Customer Success and Renewals

The Senior Manager, Customer Success and Renewals is a business, sales and solutions thought leader at CDW , responsible for the development and execution of the business unit’s future vision across both the Customer Success and Renewals disciplines. Partnering with sales and solutions and utilizing actionable analytics, this role ensures that Customer Success Managers, Renewal Managers, and supporting roles are delivering to customer outcomes and to retention, renewal, and growth targets. This leader owns the strategies that underpin both functions – the Customer Success lifecycle strategy (Land, Adopt, Expand, Retain) and the renewals strategy that converts adoption into on-time, full-value retention and expansion – and ensures the two operate as one connected motion rather than two hand-offs. The Senior Manager demonstrates focus in leading Managers and Coworkers to achieve financial, operational, and strategic goals, balancing business financials and operational results while maintaining a strong coworker and customer focus. The Senior Manager is a visionary with an objective and pulse on next level customer support, drives strategy, forecasts and evolves the vision of Customer Success and Renewals, understands best in class practices, and inspires innovation. This role is expected to be proficient in the application of AI within the execution of the role, and to define and drive an AI strategy within the team that delivers on the digital strategies required to execute th