Principle Customer Success Manager - Security

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary:

The Principal Customer Success Manager (Principal CSM) is a strategic leader and key advocate for our Customers, ensuring they achieve their business objectives and maximize the value of their investment with CDW Managed Services. This role is responsible for fostering deep customer relationships, driving adoption, retention, renewals, and expansion. The Principal CSM will oversee a portfolio of high-value, complex enterprise customers and serve as an executive-level advisor to guide and align their business goals with CDW's technology solutions. Additionally, the Principal CSM acts as a cross-functional leader, driving strategic initiatives, and influencing internal processes to enhance customer success outcomes.

What you will do:

• Serve as a strategic executive advisor for enterprise-level customers, fostering long-term relationships and trust.
• Develop and execute comprehensive customer success strategies to achieve measurable business outcomes for clients.
• Act as a senior escalation point for high-profile customers, ensuring resolution of complex issues and challenges.
• Drive customer adoption and utilization of managed services, maximizing ROI and value realization.
• Engage with customer executives and influential stakeholders to define and measure the overall impact of solutions.
• Provide high-level strategic guidance by staying updated on industry trends, competitive landscapes, and emerging technologies.
• Establish and lead strategic business reviews (QBRs/EBRs) with executive stakeholders to review progress, challenges, and opportunities.
• Identify and lead expansion opportunities, collaborating with sales and account teams to drive revenue growth.
• Ensure customer renewals by demonstrating continuous value, driving retention, and securing long-term commitments.
• Influence internal teams-including product development, engineering, service delivery, and sales-to enhance customer experiences.
• Lead internal initiatives that improve service offerings, operational efficiency, and customer success processes.
• Mentor and coach Associate CSMs and Senior CSMs, fostering professional growth and best practices within the team.
• Provide strategic guidance and support for customers' information security (infosec) initiatives, aligning managed services with security best practices and compliance requirements.
• Collaborate with security teams to ensure managed services meet industry standards
• Act as a trusted advisor on cybersecurity posture, risk management, and incident response planning for enterprise customers.

What we expect of you:

• Bachelor's Degree plus 7 years of experience in IT, customer success, relationship management, project management, or account management with direct customer advocacy experience; OR 11 years of experience in relevant fields.
• Proven track record in a senior customer success or account management role, with demonstrated success in driving adoption, retention, expansion, and renewals.
• Exceptional ability to engage, influence, and communicate effectively with C-level executives and enterprise stakeholders.
• Strong leadership skills with the ability to drive strategic initiatives.
• Deep analytical and problem-solving skills with a data-driven approach to customer engagement.
• Experience in leading escalations, managing executive expectations, and driving resolution of critical issues.
• Ability to work cross-functionally and influence internal teams to enhance customer experiences and drive service improvements.
• Strong understanding of financial acumen and its application to business decisions and customer ROI.
• Demonstrated experience in delivering impactful presentations to both internal and external executive stakeholders.
• Ability to prioritize and manage multiple priorities simultaneously and drive adoption to the changing needs of the business while meeting deadlines.
• Experience in Managed Services or IT, a plus
• ITIL Foundation Certification, a plus
• Customer Success Certification, a plus
• PMP or Project Management experience, a plus
• Proficiency in Microsoft Office Suite, Gainsight and ServiceNow, a plus
• CISSP (Certified Information Systems Security Professional) or CISM (Certified Information Security Manager) , a plus
• Knowledge of security compliance standards such as HIPAA, PCI-DSS, and GDPR, a plus
• Familiarity with SIEM, endpoint protection, and vulnerability management tools, a plus

Pay range: $147,800 - $203,480, depending on experience and skill set
Annual bonus target: 10% subject to terms and conditions of plan
Benefits overview:https://cdw.benefit-info.com
Note: Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.