Customer Success Manager

IDC is seeking a Customer Success Manager to join our team. In this role, you will manage one of our premier clients in close partnership with a Sales Account Director and Sales Account Specialist. As the primary point of contact post-sale, you will lead client engagement, ensuring a seamless experience and measurable value from IDC’s services. You will also serve as the bridge between the client and IDC's internal teams, feeding critical insights back to Sales and Analysts to deepen engagement and identify opportunities for growth and expansion.

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: 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 and onboarding teams.
• 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 business 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.
• Performance Management: Track and communicate progress on key customer success measures, including satisfaction, retention, and adoption, using these insights to guide strategy and continuous improvement.

• Minimum of 2-5 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
• 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
• Knowledge of tools like Gainsight or Churnzero is preferred
• Must be able to travel within U.S. to visit key customers (10% travel)