Ben Gentile
Customer Success Manager @IDC
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WORK HISTORY
Customer Success Manager @IDC
Atlanta, GA, US
Manage $8M+ total contract value across high-value Fortune 500 technology and telecommunications accounts, achieving 90%+ retention and consistent 100% CSAT• Champion AI adoption in Customer Success, shaping field strategy and piloting AI-powered tools (ChatGPT, Microsoft Copilot) for meeting summarization, success plan creation, and upsell opportunity identification• Leverage CRM and BI platforms (Salesforce, ChurnZero, Power BI) to drive predictive health scoring and actionable customer intelligence• Partner with Sales, Product, and Research teams to align solutions with client innovation roadmaps in cloud, AI, and digital transformation• Developed scalable, persona-based success plan frameworks that enable value-based selling and accelerate account expansion• Key contributor to a cross-functional “Tiger Team” that redesigned onboarding, reducing time-to-value by 25% for enterprise clients
EDUCATION
University of Central Florida
Hospitality Administration/Management
Purdue Global
Bachelor of Science - BS, Business, Management, Marketing, and Related Support Services
ABOUT BEN GENTILE
As a Senior Customer Success Manager at IDC, my focus is making sure enterprise clients…
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