Senior Vice President Global Customer SuccessIDC
Job Summary
IDC
Senior Vice President Global Customer Success
US--Remote
Job ID: 2026-6491
Type: Regular (Full Time)
# of Openings: 1
Category: Sales
IDC
Overview
About the Role & Team
IDC is seeking a transformational, strategic, and customer-obsessed Senior Vice President (SVP), Customer Success to lead our global Customer Success organization. This executive leader will oversee operations across Americas, EMEA, and APAC with responsibility for a team of approximately 65 professionals, including regional leaders and frontline customer success managers. This role is pivotal in guiding our ongoing transformation from a customer service orientation to a true customer success discipline—one that is proactive, value-driven, and aligned to IDC customer outcomes. The SVP will inspire, upskill, and elevate the organization, instilling a culture of innovation, accountability, and customer-centric growth.
What You’ll DoTransformational Leadership· Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization as the foundation of all interactions.· Build and scale frameworks, methodologies, and enablement programs that upskill the team in consultative, outcome-focused engagement.· Serve as a change agent, creating clarity, buy-in, and excitement for transformation across global teams and customers.Strategic Leadership· Develop and execute a global customer success strategy that ensures consistent delivery of value, strong retention, and account growth across all regions.· Establish clear goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact.· Serve as the voice of the customer at the executive level, influencing product roadmap, go-to-market strategy, and company priorities.Operational Excellence· Lead and scale a distributed team of ~65 across three regions, ensuring regional alignment while accounting for local market needs.· Build standardized processes, playbooks, and tools to drive efficiency, scalability, and consistency in customer engagement.· Oversee customer health monitoring, success planning, and risk management to proactively address churn drivers and identify expansion opportunities.Customer Impact· Foster long-term executive relationships with key customers, positioning IDC as a strategic partner.· Champion customer value realization by ensuring customers achieve measurable ROI and business outcomes.· Drive initiatives that improve NPS, customer advocacy, and case studies/testimonials to strengthen brand reputation.Cross-Functional Partnership· Collaborate with Sales leadership to align on renewal, expansion, and upsell strategies.· Partner with Product and IT to bring structured feedback from customers into the product lifecycle.· Work with Product Marketing to amplify customer success stories and strengthen customer engagement programs.People Leadership· Lead with authenticity, inclusivity, and accountability to create a culture of trust, empowerment, and performance.· Attract, retain, and develop top talent across regions, with a focus on succession planning and leadership development.· Champion continuous learning and professional growth to elevate customer success capabilities at all levels.
What You Bring
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
The expected total annual compensation, depending on location and experience, is between $260,000 – $300,000, inclusive of base salary and variable compensation.
This is an evergreen job posting created to build a pipeline of qualified candidates.
Equal Opportunity EmployerIDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.#LI-Remote#LI-JF1
Responsibilities
Qualifications
Equal employment opportunity, including veterans and individuals with disabilities.
Senior Vice President Global Customer Success
US--Remote
Job ID: 2026-6491
Type: Regular (Full Time)
# of Openings: 1
Category: Sales
IDC
Overview
About the Role & Team
IDC is seeking a transformational, strategic, and customer-obsessed Senior Vice President (SVP), Customer Success to lead our global Customer Success organization. This executive leader will oversee operations across Americas, EMEA, and APAC with responsibility for a team of approximately 65 professionals, including regional leaders and frontline customer success managers. This role is pivotal in guiding our ongoing transformation from a customer service orientation to a true customer success discipline—one that is proactive, value-driven, and aligned to IDC customer outcomes. The SVP will inspire, upskill, and elevate the organization, instilling a culture of innovation, accountability, and customer-centric growth.
What You’ll DoTransformational Leadership· Lead the cultural and operational shift from reactive service delivery to a strategic customer success model, embedding customer value realization as the foundation of all interactions.· Build and scale frameworks, methodologies, and enablement programs that upskill the team in consultative, outcome-focused engagement.· Serve as a change agent, creating clarity, buy-in, and excitement for transformation across global teams and customers.Strategic Leadership· Develop and execute a global customer success strategy that ensures consistent delivery of value, strong retention, and account growth across all regions.· Establish clear goals, metrics, and operating rhythms to monitor team performance, customer satisfaction, and business impact.· Serve as the voice of the customer at the executive level, influencing product roadmap, go-to-market strategy, and company priorities.Operational Excellence· Lead and scale a distributed team of ~65 across three regions, ensuring regional alignment while accounting for local market needs.· Build standardized processes, playbooks, and tools to drive efficiency, scalability, and consistency in customer engagement.· Oversee customer health monitoring, success planning, and risk management to proactively address churn drivers and identify expansion opportunities.Customer Impact· Foster long-term executive relationships with key customers, positioning IDC as a strategic partner.· Champion customer value realization by ensuring customers achieve measurable ROI and business outcomes.· Drive initiatives that improve NPS, customer advocacy, and case studies/testimonials to strengthen brand reputation.Cross-Functional Partnership· Collaborate with Sales leadership to align on renewal, expansion, and upsell strategies.· Partner with Product and IT to bring structured feedback from customers into the product lifecycle.· Work with Product Marketing to amplify customer success stories and strengthen customer engagement programs.People Leadership· Lead with authenticity, inclusivity, and accountability to create a culture of trust, empowerment, and performance.· Attract, retain, and develop top talent across regions, with a focus on succession planning and leadership development.· Champion continuous learning and professional growth to elevate customer success capabilities at all levels.
What You Bring
- 15+ years of progressive leadership experience in Customer Success, Account Management, or related functions, with at least 8+ years in executive/global leadership roles.
- Proven track record overseeing multi-region customer success operations (Americas, EMEA, APAC) within a B2B SaaS or technology environment.
- Demonstrated success in transforming organizations from service to success models, driving measurable improvements in retention, expansion, and customer satisfaction.
- Strong business acumen with experience implementing customer success frameworks, customer health programs, and lifecycle management.
- Exceptional leadership skills with experience managing organizations of 50+ employees and scaling teams globally.
- Excellent executive presence and communication skills, with the ability to influence internal and external senior stakeholders.
- Ability to thrive in a fast-paced, transformational environment, balancing strategic vision with execution.
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
The expected total annual compensation, depending on location and experience, is between $260,000 – $300,000, inclusive of base salary and variable compensation.
This is an evergreen job posting created to build a pipeline of qualified candidates.
Equal Opportunity EmployerIDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.#LI-Remote#LI-JF1
Responsibilities
Qualifications
Equal employment opportunity, including veterans and individuals with disabilities.
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