• 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.