IDC

Senior Vice President – Global Customer Success

IDC

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $260,000 - $300,000 per year

Job Level

Senior

About the role

  • Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization as the foundation of all interactions.
  • Build and scale frameworks, methodologies, and enablement programs that upskill the team in consultative, outcome-focused engagement.
  • Serve as a change agent, creating clarity, buy-in, and excitement for transformation across global teams and customers.
  • Develop and execute a global customer success strategy that ensures consistent delivery of value, strong retention, and account growth across all regions.
  • Establish clear goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact.
  • Serve as the voice of the customer at the executive level, influencing product roadmap, go-to-market strategy, and company priorities.
  • Lead and scale a distributed team of ~65 across three regions, ensuring regional alignment while accounting for local market needs.
  • Build standardized processes, playbooks, and tools to drive efficiency, scalability, and consistency in customer engagement.
  • Oversee customer health monitoring, success planning, and risk management to proactively address churn drivers and identify expansion opportunities.
  • Foster long-term executive relationships with key customers, positioning IDC as a strategic partner.
  • Champion customer value realization by ensuring customers achieve measurable ROI and business outcomes.
  • Drive initiatives that improve NPS, customer advocacy, and case studies/testimonials to strengthen brand reputation.
  • Collaborate with Sales leadership to align on renewal, expansion, and upsell strategies.
  • Partner with Product and IT to bring structured feedback from customers into the product lifecycle.
  • Work with Product Marketing to amplify customer success stories and strengthen customer engagement programs.
  • Lead with authenticity, inclusivity, and accountability to create a culture of trust, empowerment, and performance.
  • Attract, retain, and develop top talent across regions, with a focus on succession planning and leadership development.
  • Champion continuous learning and professional growth to elevate customer success capabilities at all levels.

Requirements

  • 15+ years of progressive leadership experience in Customer Success, Account Management, or related functions, with at least 8+ years in executive/global leadership roles.
  • Proven track record overseeing multi-region customer success operations (Americas, EMEA, APAC) within a B2B SaaS or technology environment.
  • Demonstrated success in transforming organizations from service to success models, driving measurable improvements in retention, expansion, and customer satisfaction.
  • Strong business acumen with experience implementing customer success frameworks, customer health programs, and lifecycle management.
  • Exceptional leadership skills with experience managing organizations of 50+ employees and scaling teams globally.
  • Excellent executive presence and communication skills, with the ability to influence internal and external senior stakeholders.
  • Ability to thrive in a fast-paced, transformational environment, balancing strategic vision with execution.
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 parental leave
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success strategycustomer health monitoringsuccess planningrisk managementcustomer success frameworkslifecycle managementconsultative engagementoutcome-focused engagementNPS improvementaccount growth
Soft Skills
leadershipcommunicationinfluencechange managementteam buildingstrategic visionauthenticityinclusivityaccountabilitytrust building