Senior Vice President Global Customer Success

IDC is seeking a transformational, strategic, and customer-obsessed Senior Vice President (SVP), Customer Success to lead our global Customer Success organization. This executive leader will oversee operations across Americas, EMEA, and APAC with responsibility for a team of approximately 65 professionals, including regional leaders and frontline customer success managers.

This role is pivotal in guiding our ongoing transformation from a customer service orientation to a true customer success discipline—one that is proactive, value-driven, and aligned to IDC customer outcomes. The SVP will inspire, upskill, and elevate the organization, instilling a culture of innovation, accountability, and customer-centric growth.

Why Join Us?

As our SVP of Customer Success, you will have the opportunity to redefine how IDC serves and grows our customers globally. You will lead the transformation of a service-oriented team into a world-class customer success organization, shaping the global customer journey, elevating our brand through customer advocacy, and driving sustainable business growth.

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. 

Transformational Leadership

· 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.

Strategic Leadership

· 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.

Operational Excellence

· 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.

Customer Impact

· 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.

Cross-Functional Partnership

· 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.

People Leadership

· 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.

· 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.

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 $260,000 - $300,000 and is inclusive of base salary and bonus.