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CDW

Customer Success Manager

Toronto, ON, Canada
Mississauga, ON, Canada
AB, Canada
BC, Canada

Job type: Full-time
Experience: 5+ years of experience in a customer-facing role within a technology or services environment (e.g., Customer Success, Service Delivery, Account Management)
Posting language: English
Posted: Sep 21, 2026

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Original job description

ITS – Customer Success Manager (CSM)

At CDW, we highly value the energy and commitment you bring to your job every day. Our Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, multi-billion-dollar Fortune 200 leader. The number one name in Canada for IT solutions, we’re driving meaningful technological change for companies in virtually every industry.

As a CSM, your focus will be to own key customer relationships, focused on the customer experience and outcomes for a portfolio of accounts. You act as the central point of alignment across teams, ensuring services are delivered in line with customer objectives, risks are proactively managed, and value is continuously realized.

This role is ideal for a proactive, commercially aware, and customer-focused professional who can operate across multiple stakeholders and drive meaningful outcomes. The CSM plays a key role in delivering a consistent, end-to-end experience across Sales, Professional Services, Managed Services, and Operations.

What you’ll do:

Be accountable for all aspects of customer experience for the portfolio of 10-25 clients, assigned to you
Establish trusted/strategic advisor relationship with clients and drive continued value of our solutions and growth within the portfolio
Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
Work with customers to establish critical goals and KPI’s I.e., Customer Success Planning
Be aware of all incidents, projects and activities that CDW’s Managed and Professional Services are engaged in for your assigned customers
Be customer advocate, bringing topics of interest and concern to leaderships attention before the customer’s business is impacted
Contribute to continuous improvement initiatives and adoption of CX tools and processes (e.g., Gainsight)

What you need to succeed:Must-have:

College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
5+ years of experience in a customer-facing role within a technology or services environment (e.g., Customer Success, Service Delivery, Account Management)
ITIL foundations certification
B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
Technical certifications (current within the last 5 years) from any of the following vendors: Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft

Nice-to-have:

Advanced ITIL Certification at the Practitioner or higher level
Experience with Customer Success tools (e.g. Gainsight)
Lean/Six Sigma Belt Certification at the Green Belt or higher level
Business Relationship Management Professional Certification (BRMP)
Ability to obtain and maintain Canadian Security clearance

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances - not replaces - human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do - it’s how we do it. At CDW we act as one - building trust, speaking candidly, and working together to achieve more. We play to win - focusing on what matters most and delivering for our customers. And we think forward - staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees - working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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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More about this job

Responsibilities

The Customer Success Manager owns key customer relationships, ensuring services are delivered in line with objectives and value is continuously realized. They act as a central point of alignment across sales, professional services, and operations to manage risks and drive customer outcomes.

Requirements

Candidates must have a degree in a relevant field and at least 5 years of experience in a customer-facing technology role. Proficiency in ITIL foundations and the ability to manage complex B2B relationships and contractual obligations are essential.

Skills

Customer Success
Account Management
Service Delivery
ITIL
B2B Relationship Management
Stakeholder Management
Project Management
SLA Reporting
Financial Oversight
Customer Advocacy
Change Management
Presentation Skills
Technical Consulting
Gainsight
Strategic Planning

Visa sponsorship

Not detected in the job text

Keywords

Customer Success Manager
IT Solutions
Managed Services
Professional Services
ITIL
Gainsight
SLA
KPI
B2B
Cisco
VMware
Microsoft
Lean Six Sigma
BRMP
Account Management
Service Delivery
Stakeholder Management
Strategic Advisor
Customer Experience
Cloud Computing
Infrastructure
Change Management
Governance Model
Risk Management
Technical Certification
Fortune 200
Technology Solutions
Customer Advocacy
Project Management

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