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CDW
CDW
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CDW provides technology products and services for enterprises, government organizations, healthcare providers, and educational institutions. Its work spans IT infrastructure, managed services, cybersecurity, cloud computing, digital workspaces, and broader enterprise solutions. By working with leading technology brands, CDW helps organizations design and manage technology environments that support productivity, security, and digital transformation across a range of industries.
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Customer Success Manager, Cisco Services at CDW — Toronto Hybrid

Lead Cisco service adoption, renewals, and expansion for CDW customers in partnership with sales, presales, and delivery teams. Serve as a strategic advisor throughout the customer lifecycle, from implementation through optimization.

CACanada
$88,000 – $123,200 / year
HybridFull-timeJuniorMiddleEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Build trusted relationships with assigned customers as a strategic advisor
  • Serve as the primary contact for Cisco-related customer inquiries and support
  • Guide customers from purchase through implementation and ongoing service usage
  • Provide strategic and technical guidance on effective Cisco service adoption
  • Lead recurring customer check-ins, business reviews, and optimization recommendations
  • Create and implement customer success plans
  • Resolve customer issues with internal stakeholders and Cisco support
  • Deliver customer training, workshops, and product demonstrations
  • Share customer feedback to strengthen CDW’s Cisco services and offerings
  • Measure and report customer satisfaction, usage, adoption, and related success metrics
  • Drive renewals, phased upsells, cross-sells, and related change orders
  • Coordinate onboarding, Smart Account configuration, training, and initial EAWS usage
  • Contribute to customer adoption and expansion conversations
  • Convert business objectives into technical requirements and configurations
  • Uncover expansion opportunities through usage, adoption, and technical analysis
  • Coordinate efforts across Account Teams, Pre-Sales, and Delivery
  • Help Sales and CX partners reduce post-sales technical workload
  • Promote clear communication, ownership, and accountability across internal teams
  • Oversee the customer lifecycle and identify opportunities for optimization
  • Use Gainsight to produce reports, presentations, performance insights, playbooks, and resources
  • Serve as the communication link between customers and internal teams
  • Manage escalations and drive timely issue resolution
  • Maintain a customer-first approach while following CDW quality systems and operating procedures
  • Report client issues or service outages and recommend improvements to service quality

Requirements

  • Bachelor’s degree or equivalent professional experience
  • At least two years of experience in technical presales or technical architecture
  • Background in Customer Success or a comparable record of improving customer satisfaction, adoption, and retention
  • Demonstrated ability to deliver ongoing value from solutions
  • Experience working with clients of varying sizes
  • Exceptional written and verbal communication abilities
  • Strong attention to detail and analytical capability
  • Collaborative team orientation with the initiative of a self-starter
  • Ability to manage multiple responsibilities and reprioritize as needed
  • Understanding of products, applications, technical services, market conditions, competitive activity, advertising, and promotional trends
  • Demonstrated success partnering with sales teams
  • Strong interpersonal, presentation, and consulting abilities
  • Enthusiasm for learning and teaching others
  • Effective problem-solving skills
  • Ability to communicate clearly with managers, peers, and colleagues
  • Proficiency with Microsoft Office applications
  • Familiarity with Gainsight management tools
  • Ability to work within CDW quality procedures and policies
  • Sound judgment and adherence to CDW values, standards, and policies

Benefits

  • Competitive compensation
  • Comprehensive benefits coverage
  • Performance-based bonuses
  • Professional development opportunities
  • Collaborative workplace
  • Total rewards package aligned with the market
  • Biweekly payroll
  • Equitable pay practices
  • Opportunities to learn and experiment with AI
  • Supportive, respectful, and empowering workplace

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