Senior Vice President Global Customer Success

Senior Vice President (SVP), Customer Success

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 disciplineone 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.

As our SVP of Customer Success, you will have the opportunity to redefine how IDC serves and grows our customers globally. You will lead the transformation of a service-oriented team into a world-class customer success organization, shaping the global customer journey, elevating our brand through customer advocacy, and driving sustainable business growth.

Responsibilities

Transformational 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.

Qualifications

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.