Customer Success Lead

Cdw; City of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology solutions provider in the UK is seeking a Customer Success Lead to enhance client satisfaction, retention, and growth. In this strategic role, you will build and execute the customer success strategy, manage the customer lifecycle, and collaborate across teams to ensure clients maximize their investment in technology. The ideal candidate will have proven experience in a customer success or account management role within the IT industry, strong communication skills, and a strategic mindset.

Qualifications

• Proven experience in Customer Success, Account Management, or similar client-focused roles in IT.
• Strong communicator, able to engage confidently with various audiences.
• Strategic and analytical thinker with actionable insights.

Responsibilities

• Lead Customer Success practice to enhance satisfaction and retention.
• Build customer success strategy aligned with business goals.
• Manage the customer lifecycle from onboarding to renewal.

Skills

Customer Success

Account Management

Strategic Thinking

Communication Skills

Relationship Building

Analytical Skills

Project Management

Tools

Gainsight

ServiceNow

Microsoft Office Suite

Job description

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

As the Customer Success Lead, you’ll define and execute the strategy that drives customer satisfaction, retention, and growth within CDW’s Cisco business. You’ll lead a new and evolving Customer Success function; shaping processes, building a high‑performing team, and fostering a customer‑first culture. This is a visible, high‑impact role for someone who blends strategic thinking with hands‑on delivery, working across teams to ensure customers gain maximum value from CDW’s Cisco solutions.

What You Will Do

• Lead the development and growth of CDW’s Customer Success practice to enhance satisfaction, retention, and long‑term customer value.
• Build and implement a customer success strategy aligned with business goals and Cisco partnership objectives.
• Manage the full customer lifecycle: from onboarding and adoption to renewal and expansion.
• Collaborate with internal teams to identify opportunities, mitigate renewal risks, and deliver measurable outcomes.
• Develop customer success plans that align technology adoption with each client’s objectives and industry trends.
• Build trusted, strategic relationships with customers and partners, becoming a key advisor in driving technology adoption and business impact.
• Leverage data insights to identify growth opportunities and continuously improve service delivery.
• Stay informed on market dynamics, customer trends and competitive insights to provide strategic guidance and thought leadership.

What We Expect of You

• Proven experience in Customer Success, Account Management, or similar client‑focused roles within the IT industry.
• Strong communicator, able to engage confidently with technical and non‑technical audiences, from end users to executives.
• Strategic and analytical thinker with the ability to turn insights into action.
• Demonstrated success in building or scaling Customer Success operations.
• Highly organised, proactive and adaptable – able to manage multiple priorities in a fast‑paced environment.
• Skilled at fostering collaboration across sales, service, and technical teams.
• A natural relationship builder who brings empathy, commercial acumen and problem‑solving expertise to every interaction.
• Experience with Managed Services, ITIL frameworks, or project management (PMP certification desirable).
• Familiarity with tools such as Gainsight, ServiceNow, or the Microsoft Office Suite is a plus.

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.