IDC · 9 hours ago
Senior Vice President Global Customer Success
United States
Full-time
Remote
Director/Executive
$260K/yr - $300K/yr
15+ years expIDC is seeking a transformational, strategic, and customer-obsessed Senior Vice President (SVP), Customer Success to lead their global Customer Success organization. This role involves overseeing operations across multiple regions, driving a shift from customer service to a proactive customer success model, and fostering long-term executive relationships with key customers.
Business IntelligenceCommunitiesConsultingInformation Technology
Responsibilities
Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization as the foundation of all interactions
Build and scale frameworks, methodologies, and enablement programs that upskill the team in consultative, outcome-focused engagement
Serve as a change agent, creating clarity, buy-in, and excitement for transformation across global teams and customers
Develop and execute a global customer success strategy that ensures consistent delivery of value, strong retention, and account growth across all regions
Establish clear goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact
Serve as the voice of the customer at the executive level, influencing product roadmap, go-to-market strategy, and company priorities
Lead and scale a distributed team of ~65 across three regions, ensuring regional alignment while accounting for local market needs
Build standardized processes, playbooks, and tools to drive efficiency, scalability, and consistency in customer engagement
Oversee customer health monitoring, success planning, and risk management to proactively address churn drivers and identify expansion opportunities
Foster long-term executive relationships with key customers, positioning IDC as a strategic partner
Champion customer value realization by ensuring customers achieve measurable ROI and business outcomes
Drive initiatives that improve NPS, customer advocacy, and case studies/testimonials to strengthen brand reputation
Collaborate with Sales leadership to align on renewal, expansion, and upsell strategies
Partner with Product and IT to bring structured feedback from customers into the product lifecycle
Work with Product Marketing to amplify customer success stories and strengthen customer engagement programs
Lead with authenticity, inclusivity, and accountability to create a culture of trust, empowerment, and performance
Attract, retain, and develop top talent across regions, with a focus on succession planning and leadership development
Champion continuous learning and professional growth to elevate customer success capabilities at all levels
Qualification
Required
15+ years of progressive leadership experience in Customer Success, Account Management, or related functions, with at least 8+ years in executive/global leadership roles
Proven track record overseeing multi-region customer success operations (Americas, EMEA, APAC) within a B2B SaaS or technology environment
Demonstrated success in transforming organizations from service to success models, driving measurable improvements in retention, expansion, and customer satisfaction
Strong business acumen with experience implementing customer success frameworks, customer health programs, and lifecycle management
Exceptional leadership skills with experience managing organizations of 50+ employees and scaling teams globally
Excellent executive presence and communication skills, with the ability to influence internal and external senior stakeholders
Ability to thrive in a fast-paced, transformational environment, balancing strategic vision with execution
Benefits
15 vacation days (prorated based on start date)
12 company-paid holidays
6 paid sick days (prorated based on start date; may vary by state)
Medical, dental, and vision coverage
2 floating holidays (prorated based on start date)
1 volunteer day
401(k) company match (IDC matches 3% on the first 6% of employee contributions)
Company-paid short-term disability
Company-paid parental leave
Company
IDC
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.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Gantz
Senior Vice President
Dave McCarthy
Vice President, Cloud and Edge Infrastructure Services
Recent News
2026-01-20
2026-01-13
2026-01-07
Company data provided by crunchbase