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IDC · 1 day ago

Senior Customer Success Manager

United States

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $120K/yr

5+ years exp

IDC is seeking a Senior Customer Success Manager to join our team. In this role, you will manage a few of our premier clients, ensuring a seamless experience and measurable value from IDC’s services while serving as a bridge between the client and IDC's internal teams.

Business IntelligenceCommunitiesConsultingInformation Technology

Responsibilities

Client Relationship Management: Build and sustain trusted, long-term partnerships with clients by serving as a strategic advisor. Navigate complex organizations to expand IDC’s reach, engage senior stakeholders, and ensure expectations are consistently met in collaboration with digital support, onboarding teams, and through the entire client lifecycle

Onboarding and Training: Guide new clients through a structured onboarding journey in partnership with IDC’s onboarding team, ensuring they are fully enabled, effectively trained, and aligned to clear success outcomes from the start

Customer Advocacy: Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams to shape enhancements that strengthen client value

Proactive Support: Monitor client engagement and usage trends to anticipate challenges, address risks before they escalate, and align IDC resources to client priorities in ways that unlock measurable value

Renewals and Expansion: Partner with Sales Account Directors on renewal cycles, supporting with success planning, documented client maps, and ROI demonstration. Ensure key contacts and stakeholders are identified, engaged, and aligned to IDC’s value, while collaborating with Sales to uncover and shape expansion opportunities

Qualification

Customer Success ManagementAccount ManagementSalesforceMicrosoft 365GainsightChurnZeroCustomer UnderstandingCommunicationProblem-SolvingTeam Player

Required

Minimum of 5 years of experience in customer success, account management, or a related field, preferably in the IT industry

Customer Understanding: Ability to understand key customer personas and needs from IT Suppliers. Having worked with large enterprise clients in the past required

Communication: Excellent verbal and written communication skills, with the ability to build rapport and trust with clients and internal stakeholders

Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs. Always putting the client first

Team Player: Ability to work collaboratively with cross-functional teams, including sales, product development, and support

Knowledge of Salesforce and Microsoft 365

Must be able to travel within U.S. to visit key customers (20% travel)

Preferred

Bachelor's Degree is preferred or equivalent experience

Knowledge of tools like Gainsight or ChurnZero is preferred

Company

IDC

Glassdoor3.3

IDC provides market intelligence solutions, advisory services, and events for the information technology and other related markets. It is a sub-organization of International Data Group.

Founded in 1964

Framingham, Massachusetts, USA

1001-5000 employees