Customer Success Manager

Job not on LinkedIn

12 hours ago

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🦅 H1B Visa Sponsor

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IDC

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B2B • Consulting • Business Services

IDC is a consulting firm that specializes in providing strategic business advice to small business leaders. Their team of experienced consultants focuses on helping businesses achieve their goals by addressing foundational issues, including vision, clarity, efficiency, and accountability. Through weekly engagement, they offer personalized guidance and operational support to enhance performance and drive growth in small businesses.

1001 - 5000 employees

🤝 B2B

📋 Description

• 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 and onboarding teams. • 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. • Represent the customer’s perspective internally by capturing feedback and collaborating with product, research, and services teams to shape enhancements that strengthen client value. • Monitor client engagement and usage trends to anticipate challenges, address risks before they escalate, and align IDC resources to client business priorities in ways that unlock measurable value. • Partner with Sales Account Directors on renewal cycles, supporting with success planning, documented client maps, and ROI demonstration. • Track and communicate progress on key customer success measures, including satisfaction, retention, and adoption, using these insights to guide strategy and continuous improvement.

🎯 Requirements

• Minimum of 2-5 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 • Ability to understand key customer personas and needs from IT Suppliers • Excellent verbal and written communication skills, with the ability to build rapport and trust with clients • Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs • 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 U.S. to visit key customers (10% travel)

🏖️ Benefits

• Competitive salary • Bonuses • Commitment to environmental sustainability initiatives • Flexible work arrangements