Customer Success Manager

IDC; United States; On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

15 vacation days

12 company-paid holidays

Medical, dental, and vision coverage

401(k) company match

Job summary

IDG is seeking a Customer Success Manager to manage 15-25 accounts, collaborating with Sales Account Directors. This includes onboarding clients, ensuring engagement, and providing insights to internal teams.

The ideal candidate will have 3-5 years in customer success within the IT industry, excellent communication, and analytical skills. IDC offers competitive compensation and benefits.

Qualifications

• Minimum of 3-5 years in customer success or account management.
• Strong understanding of customer needs and personas.
• Excellent verbal and written communication skills.

Responsibilities

• Build and maintain trusted client relationships.
• Guide new clients through structured onboarding.
• Monitor client engagement and usage trends.

Skills

Customer Success

Account Management

Analytical Skills

Communication Skills

Team Player

Salesforce

Microsoft 365

Education

Bachelor's Degree or equivalent experience

Tools

Gainsight

ChurnZero

Job description

About the Role & Team

IDC is seeking a 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.

Responsibilities

What You’ll Do

• 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 ensure expectations are consistently met in collaboration with digital support, onboarding teams, and throughout the 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 elevate, 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

What You Bring

• Minimum of 3‑5 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.
• 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.
• 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.

What We Offer

• 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

Compensation Transparency

At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role‑specific requirements, internal equity, and verified U.S. market data from an independent third‑party partner. The expected compensation, depending on location and experience, is a base salary of $65,000–$75,000 and a 25 % bonus, with total annual compensation between $80,000 and $90,000.

Equal Opportunity Employer

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