Senior Customer Success Manager - Needham - IDC

Description

Senior Customer Success Manager

Location: US – Remote

Job ID:

Type: Regular (Full Time)

# of Openings: 1

Category: Sales

Overview

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.

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 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 escape, 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).

Why IDC?

IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC has been recognized for five consecutive years (2020, 2021, 2022, 2023, 2024) by the IIAR as the Analyst Firm of the Year which is one of the highest accolades for the technology market research industry. Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future

Recruitment Fraud Notice

IDG/IDC/Foundry would like to inform you that we conduct our formal communications via corporate email, our Applicant Tracking System iCIMS, LinkedIn messaging, or directly by phone. We do not use any other platform (including Telegram, WhatsApp, Signal, text, instant message, etc.) to communicate with prospective candidates. If you receive any communication outside of our formal communications channels, please ignore it and block the sender or caller. In addition, we do not ask candidates to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to represent a job offer, please report it as potential job fraud to law enforcement.

Equal Opportunity Employer

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law. At IDC, we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer‑verified U.S. region‑specific market data provided by an independent 3rd party partner. The expected total annual compensation, depending on location and experience, is between $90,000‑$120,000 and is inclusive of base salary and commission.

Equal employment opportunity, including veterans and individuals with disabilities.