Senior Customer Success Manager

IDC is seeking a Senior Customer Success Manager to join our team. In this role, you will manage 15-25 accounts 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, Analysts, and Product to deepen engagement and identify opportunities for growth and expansion.

About the Role

In this role, you will own a portfolio of IDC’s strategic, high-value customer accounts. You will serve as the primary post-sale relationship owner, leading executive engagement, success planning, and renewal strategy in close partnership with Sales Account Directors. This is not a support role—it is a commercially minded, outcome-driven position where you are directly accountable for retention, expansion influence, and measurable customer outcomes.

You will manage up to 20 strategic accounts (or 2–3 premier enterprise customers with multiple stakeholders and potentially multiple regions), with a typical portfolio ARR of $5M–$10M+. Your customers are senior technology executives at the world’s leading IT vendors and buyers who rely on IDC’s data, insights, and advisory to make high-stakes decisions.

Responsibilities

• Navigate customer organizations to strengthen relationships and understand business needs.
• Conduct regular business reviews, reinforce ROI, and identify innovative solutions.
• Manage customer relationships to maximize customer satisfaction and ensure continued engagement with IDC’s products.
• Understand customers’ strategic goals, challenges, and how IDC’s solutions can address their needs.
• Build strategic account success plans to deepen relationships with client stakeholders, positioning IDC as the preferred market intelligence/tech insights partner.
• Engage senior customer executives to understand their vision, align on mutual goals, and map future-state roadmaps that illustrate how IDC supports their success.
• Manage onboarding and solution adoption, ensuring clients see value from IDC’s offerings.
• Drive regular executive reviews and deliver customer success milestones, collaborating with internal teams to resolve customer issues and refine product alignment.

Requirements

• Minimum of 6-9 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.
• Demonstrated success managing a portfolio of strategic, high-value accounts with complex stakeholder environments.
• Track record of meeting or exceeding retention (GRR) and net revenue retention (NRR) targets.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs.
• Knowledge of Salesforce and Microsoft 365.
• Knowledge of tools like Gainsight or ChurnZero is preferred.
• Must be able to travel within the U.S. to visit key customers (10% travel).

Why This Role Stands Out

At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

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.

Pay

The expected total annual compensation, depending on location and experience, is between $115,000 - $120,000, inclusive of base salary and variable compensation.

IDC is currently able to employ remote workers in the following states: Arizona (AZ), California (CA), Colorado (CO), Connecticut (CT), Washington D.C. (DC), Florida (FL), Georgia (GA), Illinois (IL), Indiana (IN), Kansas (KS), Massachusetts (MA), Maryland (MD), Maine (ME), Michigan (MI), Minnesota (MN), Missouri (MO), Mississippi (MS), North Carolina (NC), New Hampshire (NH), New Jersey (NJ), New York (NY), Ohio (OH), Oregon (OR), Pennsylvania (PA), Rhode Island (RI), South Carolina (SC), Tennessee (TN), Texas (TX), Utah (UT), Virginia (VA), Vermont (VT), Washington (WA), and Wisconsin (WI).