Customer Success Manager

Overview

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.

While this role is not open at this time, we are actively identifying and engaging with high-quality Customer Success Manager 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 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 through the entire 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 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 IDC’s 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
• Bachelor’s Degree is preferred or equivalent experience
• Business fluency in German and English
• 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 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

• Individualized Culture: An environment where you can explore new areas outside your specialty and stay engaged with work you enjoy.
• Hybrid Working: Hybrid working with 1-2 day(s) in office per week required.
•  Time-off and holidays: On top of your statutory holiday allowance and public holidays, IDC grants annually reviewed company-wide closures on 19 August (Unplug Day) and 24 December – 1 January inclusive (Global Shutdown) and a volunteering day.
• A position in a highly professional and globally respected market research and advisory firm, where initiative leading to results is rewarded.

Equal Opportunity Employer

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

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