Director of Customer Success
Our client, a global market leader in research, dedicated to reshaping how top brands understand and influence consumer decisions at the point of purchase. Leveraging deep behavioral expertise and a digital-first approach, they guide clients across retail and CPG landscapes through complex shopper journeys, both online and offline. With their industry-standard, they help leading FMCG/CPG companies boost sales with effective strategies. As an Equal Opportunity Employer, our client fosters a behaviour-focused culture that prioritizes agility, speed, and relevance, placing shoppers, clients, and colleagues at the core of every decision.
Position Overview
The Director of Customer Success will play a pivotal role in leading high-impact client relationships, managing a portfolio of key accounts generating $1M-$2M in annual revenue. This position is crucial in ensuring consistent value delivery, long-term growth, and the development of strategic partnerships with our client’s most valuable customers.
Responsibilities
- Manage a portfolio of key client accounts generating $1M-$2M annual revenue, ensuring consistent value delivery and long-term growth
- Develop strategic account plans to accelerate client growth, unlock new opportunities, drive retention, and maintain a healthy pipeline of proposals exceeding $500K
- Broaden client engagement by introducing the full range of our client’s product offerings
- Deliver consistent excellence by ensuring projects are executed efficiently and aligned with revenue targets and budget guidelines
- Plan with precision by developing accurate revenue forecasts
- Strengthen client partnerships and elevate team output by collaborating to deliver high-quality, insight-driven work
- Execute strategic goals by driving progress against corporate KPIs and participating in key company initiatives
Requirements
- 5+ years of experience in market research, customer success, or a related client-facing role
- Proven ability to manage complex client relationships and demonstrate measurable revenue impact
- Solid grasp of research methodologies (quantitative, qualitative, and emerging AI-based approaches)
- Experienced team player skilled in leading and building collaboration for client projects
- Excellent communication skills to articulate insights clearly and persuasively
- Commercial mindset, strategic thinker, detail-oriented executor, naturally curious, and self-motivated
- Confident navigating ambiguity in a fast-paced environment
Benefits
- 25 days of holiday pay
- Hybrid work flexibility (3 days onsite in London)
- Competitive salary with performance bonus opportunities
- Health and wellness benefits
- Pension scheme enrollment
- Ongoing training, mentorship, and development opportunities
- Company-sponsored team events, recognition programs, and celebrations
Alongside this generous benefits package, you’ll be immersed in a growth-oriented, transparent, and inclusive environment where diverse perspectives are valued. Our client invests in its people, promoting from within and providing ongoing development to help you thrive in your career.
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