Customer Success Manager

Responsibilities

• 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.
• 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.
• Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams to shape enhancements that strengthen client value.
• 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.
• 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 3-5 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 and internal stakeholders.
• 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).

What We Offer

• 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
• Compensation Transparency: The expected compensation, depending on location and experience, is a base salary of $65,000 - $75,000 and a 25% bonus, with total annual compensation between $80,000 - $90,000.