Manager, Customer Success

Overview

IDC is seeking for a Manager of Customer Success. The Manager of Customer Success is a key competitive differentiator for IDC’s solutions and requires a dynamic, self-starter who is highly customer centric. In this position, you will be a player coach supporting a customer base of mid-market vendors, along with managing a team of Customer Success Managers who will manage client subscription renewals. Additionally, you and your team will partner with existing clients to proactively drive value, while acting as the voice of your customers internally at IDC.

As a trusted business partner, the Manager of Customer Success is focused on driving a positive customer experience above all else. The Manager of Customer Success will ultimately be responsible for renewals, engaging with customers post-sales, driving user adoption and managing their team’s engagement and retention targets.

Why IDC?

IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC was recognized by the Institute for Industry Analyst Relations (IIAR) as the for delivering critical, timely insights in coordinated efforts around the world, during a time when our customers faced unprecedented challenges.

Our collaborative, innovative, and entrepreneurial culture is the perfect place for you to discover your future!

Amplify your career and join a dynamic environment where your passion for customer experience is expected and appreciated.

Responsibilities

The Manager, Customer Success will partner to deliver high-value outcomes and experiences, and predictable growth for the business by:

• Managing a team of Customer Success Managers, assisting in the development and growth of the team
• Own, report on, and achieve key business metrics including target renewal goals, interaction counts, and CSM bandwidth metrics
• Assisting your team to deliver and communicate ROI for IDC clients, throughout the customer journey
• Managing your own client base of IT Suppliers who are primarily subscribing to IDC market research services
• Leveraging customer success tech tools like ChurnZero to build, test, and execute on targeted client playbooks and to assist in optimizing team workflow
• Creating retention and growth strategies for you and your team through regular account reviews
• Understanding customer outcomes through ongoing collection and analysis of data and feedback
• Partnering with other CS Leaders to drive more scaleable engagement across the customer base
• Driving strategic client engagement and stretch goals for the CSM team to execute on upsell/cross sell
• Partnering with sales and product to drive continuous improvement cycles

This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.

Qualifications

• Bachelor’s Degree, preferably in Information Technology, Business, or Sciences, or equivalent experience.
• 7+ years’ experience in customer success, or account management, ideally with SaaS offerings
• 3+ years’ experience in managing staff, willingness to manage an expanding global CS team
• Experience working with sales and marketing client personas
• Impressive executive presence and communication abilities
• Strong leadership skills
• Preferably experience using customer success tools like ChurnZero, Gainsight, Vitally, Totango, etc
• Outgoing personality type with an unabashed attitude towards customer relationships
• Ability to create structure in ambiguous situations and design effective processes
• 10-15% travel within the . to visit key customers
• This position is based out of IDC’s corporate office in Needham, MA. Or remote in approved US locations.

About IDC: International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,300 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company.

IDC is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.

At IDC, we are committed to fair and equitable pay practices. We pay our employees equitably for their work, commensurate with their individual skills and experience. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process. This process considers the experience, education, certifications, and skills required for the specific role, equity with similarly situated employees, as well as employer-verified US region-specific market data provided by an independent 3rd party partner. The expected total compensation, depending on location and experience, is between $90,000 to $105,000 and is inclusive of base salary and variable compensation (if applicable).