Senior Customer Success Manager

IDC

full-time

Posted on: 1/12/2026

Location Type: Remote

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💰 $90,000 - $120,000 per year

About the role

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.

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer successaccount managementanalytical skillsproblem-solving

communicationteam playerrelationship buildingstrategic advising