Director of Customer Success

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.