Senior Customer Success Manager

IDC is seeking a Senior Customer Success Manager, this role requires a dynamic, self-starter who is highly customer-centric and possesses strong leadership skills. In this position, the Customer Success Manager will work with IDC’s clients to proactively drive high levels of strategic engagement and customer value.

As a Senior Customer Success Manager at IDC, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our products and services. You will be the primary point of contact for our clients, responsible for building strong relationships, understanding their needs, and driving their success. Your relationships and strategic engagements will drive high user satisfaction, and ultimately, strong retention and growth.

Why IDC?
IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC has been recognized for five consecutive years (2020, 2021, 2022, 2023, 2024) by the IIAR as the Analyst Firm of the Year which is one of the highest accolades for the technology market research industry.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.

The role will be based in an IDC U.S. office or an approved State remote home office

Recruitment Fraud Notice: IDC would like to inform you that we conduct our formal communications via corporate email, our Applicant Tracking System iCIMS, LinkedIn messaging, or directly by phone. We do not use any other platform (including Telegram, WhatsApp, Signal, text, instant message, etc.) to communicate with prospective candidates. If you receive any communication outside of our formal communications channels, please ignore it and block the sender or caller. In addition, we do not ask candidates to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to represent a job offer, please report it as potential job fraud to law enforcement.

• Client Relationship Management:  Develop and maintain strong, long-lasting relationships with clients, serving as their trusted advisor Navigate organizations to drive deeper engagement and align to key stakeholders. Partner with our digital support and onboarding teams to ensure IDC is meeting client expectations
• Onboarding and Training:  Partnering with our onboarding team, guide new clients through the onboarding journey, ensuring they are effectively trained and IDC is aligned to their critical outcomes
• Customer Advocacy:  Act as the voice of the customer within the company, providing feedback to internal teams to improve products and services
• Proactive Support: Monitor client usage and engagement, proactively addressing any issues or concerns to ensure client satisfaction. Capture and understand your customer’s key objectives and proactively align IDC resources to drive additional value
• Renewals and Upselling: Drive customer renewals and identify opportunities for upselling additional products or services, in partnership with Account Directors. Demonstrate ROI for IDC clients through value-based renewing
• Performance Metrics:  Track and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction, retention rates, and product adoption

• Minimum of 3-5 years of experience in customer success, account management, or a related field, preferably in the IT industry
• Bachelor’s Degree is preferred or equivalent experience
• Customer Understanding:  Ability to understand key customer personas and needs from IT Suppliers, CIO organizations and Marketers, aligning IDG solutions to customer journeys
• Communication:  Excellent verbal and written communication skills, with the ability to build rapport and trust with clients
• Problem-Solving:  Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs
• 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 (10% travel)

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

At IDC, we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer-verified US region-specific market data provided by an independent 3rd party partner. The expected total annual compensation, depending on location and experience, is between $84,000.00 and $95,000.00 OTE and is inclusive of base salary and variable compensation (if applicable).