IDC (International Data Corporation) is hiring a Senior Customer Success Manager

Join IDC (International Data Corporation) as a Senior Customer Success Manager, where you will manage premier clients in partnership with Sales Account Directors. You'll serve as the primary post-sale contact, leading client engagement, ensuring a seamless experience, and acting as a bridge between clients and internal teams to drive growth.

What You'll Do

• 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 met throughout the client lifecycle.
• Guide new clients through a structured onboarding journey in partnership with IDC's onboarding team.
• Represent the customer's perspective internally by capturing feedback and collaborating with product, research, and services teams.
• Monitor client engagement and usage trends to anticipate challenges, address risks, and align IDC resources to client priorities.
• Partner with Sales Account Directors on renewal cycles, supporting with success planning, client maps, and ROI demonstration.
• Collaborate with Sales to uncover and shape expansion opportunities.

What We're Looking For

• Minimum of 5 years of experience in customer success, account management, or a related field.
• Ability to understand key customer personas and needs from IT Suppliers.
• Experience having worked with large enterprise clients.
• Excellent verbal and written communication skills, with the ability to build rapport and trust.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs.
• 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).

Nice to Have

• Experience preferably in the IT industry.
• Bachelor's Degree or equivalent experience.
• Knowledge of tools like Gainsight or ChurnZero.

Technical Stack

• Salesforce
• Microsoft 365
• Gainsight
• ChurnZero

Team & Environment

Works in partnership with Sales Account Directors and cross-functional teams.

Benefits & Compensation

• Compensation: $100,000 – $105,000
• 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

Work Mode

This is a remote position within the U.S.

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