Senior Customer Success Manager

IDC is seeking a Senior Customer Success Manager to join our team. In this role, you will manage a few of our premier clients in close partnership with a Sales Account Director, ensuring a seamless experience and measurable value from IDC’s services.

Responsibilities:

• 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, onboarding teams, and through the entire client lifecycle
• 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 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

Requirements:

• Minimum of 7 years of experience in customer success, account management, or a related field, preferably in the IT industry
• Customer Understanding: Ability to understand key customer personas and needs from IT Suppliers. Having worked with large enterprise clients in the past required
• Communication: Excellent verbal and written communication skills, with the ability to build rapport and trust with clients and internal stakeholders
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs. Always putting the client first
• 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 (20% travel)
• Bachelor's Degree is preferred or equivalent experience
• Knowledge of tools like Gainsight or ChurnZero is preferred