Senior Manager Customer Success and Renewals

About this role

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 the business unit’s strategy.

What You Will Do

• Design and drive the business unit’s future vision and strategy across Customer Success and Renewals, aligning the Customer Success methodologies (Land, Adopt, Expand, Retain) and renewals lifecycle (Forecast, Quote, Negotiate, Close, Retain) to ensure both functions operate as one connected motion and are aligned to individual, team, organization, and company goals.

• Own the renewals strategy for the business unit – forecast accuracy, on-time renewal rate, retention and churn mitigation, multi-year commitments, and expansion – and align it to the adoption strategy so that customer outcomes evidenced through Customer Success drive renewal results.

• Own the financial management and performance of the Customer Success and Renewals team by defining and managing analytical KPIs across adoption, customer health, renewal rate, on-time renewal, retention, churn, forecast accuracy, and expansion, and deliver against quarterly and long-term financial, operational, and strategic targets.

• Execute the AI and digital strategy within the Customer Success and Renewals team by prioritizing and adopting relevant use cases, enabling teams to effectively leverage AI and digital capabilities, measuring impact, and ensuring responsible and compliant use.

• Champion the effective use of the underlying data and digital foundation—including customer health, telemetry, entitlement, and renewal data—to support AI-enabled and digital-led engagement and scale coverage across the team.

• Be proficient in the use of AI within the execution of the role, applying enterprise AI-enabled tools and insights—such as Copilot, Cowork, and Section Coach—to customer health scoring, renewal forecasting, risk identification, account planning, coworker productivity, and other applicable business needs.

• Attract, retain, coach, and develop talent by providing meaningful performance feedback, creating individual development plans, and fostering a culture that supports the growth and advancement of internal talent to execute the business unit’s integrated Customer Success and Renewals strategy.

• Serve as the subject matter expert on Customer Success, Renewals, relevant business unit trends, and industry practices, using these insights to evolve the Customer Success and Renewals strategy and drive improved customer outcomes and retention.

• Develop and execute customer segmentation strategies for the business unit, aligning team resources and engagement models to 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 while demonstrating value to the customer.

• Enforce best practices, motivate, and influence through a culture of Continuous Quality Improvement.

• Be an example of our values, The CDW Way, and enforce coworkers to build rapport and corporative relationships with customers and peers while meeting their expectations.

What We Expect of You
Minimum basic requirements

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

• 10+ years of experience in Technology Services or Solutions, with demonstrated 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 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, with the ability to analyze performance, manage financial and operational KPIs, and translate insights into strategies that drive retention, growth, and profitability.

• Thorough knowledge of operational strategies and enterprise infrastructure, with the 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,…