[Hiring] Senior Customer Success Manager @IDC Research Inc.

Role Description

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. 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.

What You’ll Do

• 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.

Qualifications

• Minimum of 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. 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
• Knowledge of tools like Gainsight or ChurnZero is preferred
• Must be able to travel within U.S. to visit key customers (20% travel)

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 life insurance
• Company-paid parental leave

Compensation Transparency

At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner.

The expected base salary is between $90,000 - $93,000 with a total compensation between $120,000 - $125,000 and is inclusive of base salary and variable commission.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.