SVP, Global Customer Success

Role Overview

• 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 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.

Requirements

• 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