SVP Global Customer Success

IDC

SVP Global Customer Success

US--Remote

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, 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.

Due to the nature of the role, we're seeking candidates in Eastern and Central time zones.

• 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.

• 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.

• Lead and scale a distributed team 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.

• 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.

• 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.

• 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.

• 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.