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About the role
Key responsibilities & impact- Design and drive the business unit’s future vision and strategy across Customer Success and Renewals
- Align Customer Success methodologies and renewals lifecycle so both functions operate as one connected motion
- Own renewals strategy, including forecast accuracy, on-time renewal rate, retention, churn mitigation, multi-year commitments, and expansion
- Manage team financial performance and analytical KPIs across adoption, customer health, renewal, retention, churn, forecasting, and expansion
- Execute AI and digital strategy, prioritize relevant use cases, measure impact, and ensure responsible and compliant use
- Champion customer health, telemetry, entitlement, and renewal data to support AI-enabled and digital-led engagement
- Apply enterprise AI tools and insights to customer health scoring, renewal forecasting, risk identification, account planning, and coworker productivity
- Attract, retain, coach, and develop talent through feedback and individual development plans
- Serve as subject matter expert on Customer Success, Renewals, business unit trends, and industry practices
- Develop and execute customer segmentation strategies aligned to customer needs, value, and growth opportunities
- Partner with sales, OEM and partner organizations, and finance on renewal pricing, quoting, and negotiation strategies
- Enforce best practices and motivate teams through Continuous Quality Improvement
- Model CDW values and build strong relationships with customers and peers
Requirements
What you’ll need- 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
- Experience leading or partnering closely 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 strategies
- Thorough knowledge of operational strategies and enterprise infrastructure
- 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
- 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%
- Experience with advanced and emerging technology solutions, particularly in a technology services or solutions environment (preferred)
- Applicable Customer Success Management certification(s) (preferred)
- Experience defining and deploying an AI or digital adoption strategy within a customer-facing organization (preferred)
Benefits
Comp & perks- Annual bonus target of 25% subject to terms and conditions of plan
- Benefits package (details provided at https://cdw.benefit-info.com/)
- Remote work arrangement
- Opportunity to work in a collaborative environment
- Professional growth and supported development
- Travel up to 50%