Senior Customer Success Manager

Responsibilities: List by importance and use bullet format. Do not add more than (7) bullets. Spell out acronyms.
• Driving Account Value Realization: Manage customer relationships to maximize customer satisfaction and ensure continued engagement with IDC’s products. Understand customers’ strategic goals, challenges, and how IDC’s solutions can address their needs.
• Developing Account Strategy and Expansion: Build strategic account plans to deepen relationships with client stakeholders, positioning IDC as the preferred market intelligence / tech insights partner. Engage senior customer executives to understand their vision, align on mutual goals, develop, maintain, and execute customer Success Plans, documented client maps, and ROI demonstration. Ensure Success Plans are aligned with customer business priorities and are continuously reviewed and updated throughout the customer lifecycle.
• Ensuring Customer Enablement & Adoption: Manage onboarding and solution adoption, ensuring clients see value from IDC’s offerings. Drive regular executive reviews and deliver customer success milestones, collaborating with internal teams to resolve customer issues, and refine product alignment.
• Customer Relationship Development: Navigate customer organizations to strengthen relationships and understand business needs.
• Performance and Business Reviews: Conduct regular business reviews, reinforce ROI, and identify innovative solutions.
Qualifications:
• Minimum 7+ years of customer success or account management experience within the business services, market intelligence, and tech insights industries; prior experience in market research a strong plus
• Bachelor’s degree required
• Customer Understanding: Proven ability to understand customer business objectives, strategize around challenges, and develop growth plans focused on delivering measurable value
• Customer Management: Excellent customer relationship skills, adept at growing and retaining accounts, identifying risks, and building new relationships
• Problem-Solving: Customer-focused with strong problem-solving abilities, creativity, innovation, and solution orientation
• Communication: Effective written and verbal communication skills for presenting business concepts across all organizational levels
• Team Player: Ability to work collaboratively with cross-functional teams, including sales, delivery team, and support
• Knowledge of Salesforce and Microsoft 365
• Knowledge of tools like Power BI or ChurnZero is preferred