About the Role & Team

Customer Success Managers (CSMs) at IDC play a pivotal role in fostering strong bonds with customers, driving their success, retention, and advocacy to support future growth. This position is dedicated to generating value for our largest enterprise customers by guiding them in developing tailored plans to onboard, adopt, and effectively utilize IDC products to achieve their desired outcomes. CSMs strive to ensure customers become healthy, adopted, and referenceable, demonstrating tangible value-based outcomes and readiness to expand IDC product usage across their organization. Additionally, CSMs proactively anticipate and address customer concerns and challenges by implementing and promoting best practices.

What You’ll Do

Partner with our clients and account team members to deliver high-value outcomes and experiences by:
Key Responsibilities:
- Driving Account Value Realization: Manage customer relationships to maximize customer satisfaction and ensure continued engagement with IDC’s products. Understand customers’ strategic goals, challenges, and how IDC’s solutions can address their needs.
- Developing Account Strategy and Expansion: Build strategic account plans to deepen relationships with client stakeholders, positioning IDC as the preferred market intelligence / tech insights partner. Engage senior customer executives to understand their vision, align on mutual goals, and map future-state roadmaps that illustrate how IDC supports their success.
- Ensuring Customer Enablement & Adoption: Manage onboarding and solution adoption, ensuring clients see value from IDC’s offerings. Drive regular executive reviews and deliver customer success milestones, collaborating with internal teams to resolve customer issues, and refine product alignment.
- Customer Relationship Development: Navigate customer organizations to strengthen relationships and understand business needs.
- Performance and Business Reviews: Conduct regular business reviews, reinforce ROI, and identify innovative solutions.

What You Bring

Minimum 7+ years of customer success or account management experience within the business services, market intelligence, and tech insights industries; prior experience in market research a strong plus
- Proven ability to understand customer business objectives, strategize around challenges, and develop growth plans focused on delivering measurable value
- Bachelor’s degree required
- Excellent customer relationship skills, adept at growing and retaining accounts, identifying risks, and building new relationships
- Customer-focused with strong problem-solving abilities, creativity, innovation, and solution orientation
- Effective written and verbal communication skills for presenting business concepts across all organizational levels in Japanese and English. Other languages are an added advantage.

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.

Equal Opportunity Employer

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