Customer Success Manager

About the Role & Team

IDC is seeking a Customer Success Manager to join our 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 IDCs services. You will also serve as the bridge between the client and IDCs internal teams feeding critical insights back to Sales Analysts and Product to deepen engagement and identify opportunities for growth and expansion.

While this role is not openat this time we are activelyidentifyingand engaging with high-quality Account Director candidates in anticipation of future openings. This posting allows us to get to know potential talent understand the market and move quickly when timing aligns.Candidates who apply may be contacted for an exploratory conversation or kept in mind for upcoming opportunities.

What Youll Do

• Client Relationship Management: Build and sustain trusted long-term partnerships with clients by serving as a strategic advisor. Navigate complex organizations to expand IDCs reach engage senior stakeholders and ensure 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 IDCs onboarding team ensuring they are fully enabled effectively trained and aligned to clear success outcomes from the start.
  
• Customer Advocacy: Represent the customers 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 escalate 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 IDCs value while collaborating with Sales to uncover and shape expansion opportunities.

What You Bring

• Minimum of 3-5 years of experience in customer success account management or a related field preferably in the IT industry
• Bachelors 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

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 1000 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.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.