About this role.
The Associate Customer Success Manager at CDW focuses on lifecycle engagement for CDW-supported technology solutions, acting as a trusted advisor to a defined customer base. This role involves coordinating with sales, services, and channel teams to drive adoption, onboarding, and renewal success. The ACSM is responsible for identifying upsell/cross-sell opportunities, managing software licensing entitlements, and ensuring customers achieve value from their investments. It requires a balance of independent execution and collaborative team engagement, with a strong emphasis on data analysis and process improvement. This role suits someone with 2-5 years of experience in IT account or project management, looking to grow in customer success.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Associate Customer Success Manager position at CDW. With over three years of experience in IT account management and a strong focus on building trusted customer relationships, I have developed the skills needed to drive adoption and ensure successful outcomes. My background includes coordinating onboarding sessions, managing software entitlements, and identifying upsell opportunities—all key responsibilities outlined in your job description.
In my previous role, I successfully managed a portfolio of customers, utilizing data analysis to improve usage and customer satisfaction. I am skilled in balancing multiple priorities while collaborating with cross-functional teams to deliver excellence. I am particularly drawn to CDW's commitment to customer success and would be thrilled to contribute to your team's goals.
Thank you for considering my application. I look forward to the possibility of discussing how my experience can bring value to your customers and organization.
Sincerely,
Your Name
Sample interview questions
I assess each customer's urgency and impact, often using a matrix to rank priorities. I communicate proactively with stakeholders about timelines and set expectations. For example, if one customer faces a critical licensing issue and another needs a routine check-in, I address the critical issue first and schedule the routine meeting for later, ensuring both feel valued.
While reviewing a customer's usage data, I noticed they were underutilizing a feature and struggling with a workflow. I approached them with insights, explaining how an additional module could solve their problem, and tied it to their business goals. I collaborated with the sales team to present a tailored proposal, which the customer accepted, increasing their contract value.
I listen actively to understand their concerns, empathize, and take ownership of the issue. I gather relevant information, coordinate with internal teams to find a solution, and keep the customer updated throughout. After resolving, I follow up to ensure satisfaction and implement process improvements to prevent recurrence.
In my previous role, I managed software assets for clients, ensuring licenses were correctly allocated and optimized. I used tools like Flexera and ServiceNow to track entitlements, conduct audits, and guide customers on portal usage. This experience taught me the importance of precise data management and clear communication with non-technical stakeholders.
I create a structured adoption plan that includes personalized onboarding, regular training sessions, and measurable milestones. I leverage data to show customers the value of new features, often using case studies. I also maintain open communication to address barriers early and celebrate quick wins to build momentum.
The Associate Customer Success Manager (ACSM) role focuses on lifecycle engagement management of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute customer success strategies at scale. The incumbent analyzes the environment including customer entitlements and onboarding needs as well as the customer’s technology requirements to define and guide the actions to be performed in the solution lifecycle.
The ACSM develops and maintains strategic relationships to influence service adoption and engagement lifecycle. Throughout the customer journey they aim to achieve a post sales trusted advisor relationship with set customer base.
The ACSM is expected to be a licensing and entitlement expert in multiple families of technology solutions.
The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.
What You Will Do
- Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions.
- Specific identification of phased upsell and cross sell opportunities of solutions and services, as well as CDW services.
- Engagement with multiple customers through proactive, open, responsive, and collaborative account management.
- Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle.
- Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc.
- Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management.
- Coordinate, plan and execute Customer Onboarding sessions
- Lead Digital Touch engagements – large scale customer interactions and campaigns
- Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap analysis and report on usage to promote customer loyalty.
- Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as appropriate.
- Demonstrates advanced insights and understanding of customers business/industry.
- Develop adoption strategy for new products / features.
- Strive to continually drive faster “time to value” and improve overall experience for our customers.
- Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success.
- Drive renewals across assigned customer base.
- Ensure customers are actively participating as a reference in support of the field winning new business.
- Internal project participation.
- Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
- Process Improvement: Continually look for ways to improve processes.
- Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers.
- Provide data analysis using customer information, Internal data and partner and provider data.
- Provide oversight to partners and providers
What We Expect of You
Minimum basic requirements
- Associates Degree in IT, Business or a related field or equivalent experience
- 2-5 years of experience in IT relationship management, project management or account management (Nutanix preferred)
- Prior Customer Success experience or equivalent technology area expertise
- Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences
- Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
- Ability to work well with teams and independently
- Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
- Develop and maintain positive working relationship with all internal clients and contacts
- Ability to communicate with coworkers at all levels in the organization
- Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
- Ability to continually learn new technology and to keep pace with an ever-changing industry
- Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
- Ability to understand, remember, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to multi-task, organize and prioritize.
- Ability to apply common sense in performing job.
- Ability to understand and follow basic instructions and guidelines.
- Ability to understand and resolve issues and escalations appropriately.
- In-depth knowledge of Microsoft Office Suite.
Preferred skills, experience, and qualities needed
- IT knowledgeable
- Knowledge of technology, software and licensing programs
- ITIL Foundation Certification
- End-user experience with Salesforce CRM
- Experience with Gainsight or like Customer Success toolset
Pay range: $62,000 – $86,910 depending on experience and skill set
Annual bonus target of 25% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
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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