Customer Success Manager driving expansion revenue for Hospitable’s short - term rental software. Managing consultative customer engagement, product adoption, QBRs, and revenue pipeline performance.
About the role
- Customer Success Manager driving Microsoft and hyperscale cloud adoption at CDW, a Fortune 500 technology solutions provider. Building customer success plans, renewals, and expansion opportunities.
Responsibilities
- Focus on full-stack solution sales, adoption, and ongoing customer satisfaction
- Work with sales, solutions, services, and channel teams to plan and organize customer success strategies
- Develop and maintain strategic customer relationships as a trusted advisor
- Present and sell CDW’s full-stack services capabilities, emphasizing cloud solutions
- Manage the lifecycle of Microsoft solutions and services
- Establish customer goals and KPIs and help achieve desired outcomes
- Engage executives and stakeholders to measure solution impact
- Drive adoption and consumption of cloud services
- Build cloud-related solutions based on competitive and market understanding
- Develop AI-assisted success plans with internal teams, including stakeholders, milestones, metrics, and risks
- Escalate critical customer issues and act as the Voice of the Customer
- Drive customer readiness for solutions, services, and updates
- Support selected competitive sales cycles and revenue opportunities
- Coordinate internal and external teams and solution SMEs throughout the customer lifecycle
- Measure and report offering impact and customer value
- Identify and drive renewals, upsell, and cross-sell opportunities
- Support partner programs and funding/incentive programs
- Produce Bills of Materials, Statements of Work, RFPs, RFIs, and proposal content
- Maintain pre-sales pipeline data and move opportunities to closure
Requirements
- Bachelor’s Degree or equivalent experience
- Two-year minimum technical pre-sales or technical architecting experience
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
- Experience with AWS, Microsoft, GCP
- Proven ability to drive continuous value of solution(s)
- Familiarity working with clients of all sizes
- Impeccable written and verbal communication skills
- Detail oriented and analytical
- Strong team player and self-starter
- Ability to multitask and adjust priorities
- Knowledge of products, applications, technical services, market conditions, competitive activities, advertising, and promotional trends
- Knowledge and proven success of engaging and working with sales teams
- Strong interpersonal, presentation, and consulting skills
- Strong passion for learning and teaching others
- Ability to apply AI tooling and develop proactive sales ideas
- Strong problem-solving skills
- Effective communication with management, peers, and coworkers
- Proficiency in Microsoft Office applications
- Experience with professional services discussions and delivery to customers
- Project Management experience considered an asset
Benefits
- Market-competitive total rewards packages
- Salary based on a 40-hour workweek
- Bi-weekly payroll schedule
- Equitable, transparent, and respectful hiring process
- Supportive, collaborative work environment
- Growth support
- AI learning and experimentation opportunities
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