Director Customer Success

Numerator / Market Track, LLC; Puteaux; Sur place; EUR 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Recharge Days

Maximum flexibility policy

Wellness resources

Development opportunities

Résumé du poste

Numerator is seeking a Director of Customer Success to lead a performance- and service-quality oriented organization, ensuring a smooth, distinctive client experience across all touchpoints and driving client satisfaction.

You will manage renewals governance, collaborate with Sales and Delivery teams on Worldpanel interactions, and act as the voice of the client to boost retention and business performance. Fluency in English and French is valued for managing an international environment.

Qualifications

• Significant experience leading Customer Relationship, Customer Success or Client Service activities.
• Proven track record of building close client relationships and achieving commercial success.
• Ability to bring teams together around a shared vision and support change in demanding environments.
• Comfort working in cross-functional settings and with international teams.

Responsabilités

• Lead and develop a performance- and service-quality oriented Customer Success organization.
• Ensure a smooth, consistent, and distinctive client experience across all touchpoints.
• Manage operational performance via client satisfaction, service quality, utilization, productivity, and automation.
• Oversee governance of contract renewals and tenders, aligning offerings to client needs.
• Partner with Sales and Delivery to enable seamless client experiences with Worldpanel.
• Represent the voice of the client to improve satisfaction and drive business performance.

Connaissances

Leadership

Client relationships

Cross-functional collaboration

Commercial acumen

Salesforce expertise

Outils

Salesforce

Description du poste

Director Customer Success

Location: La Défense, Paris

Job Description

We’re reinventing the market research industry. Let’s reinvent it together.

At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.

OVERALL MISSION

The Customer Success Director is responsible for client satisfaction, development, and retention. He/she leads the Customer Success team and guides it to make the client experience a competitive advantage. He/she anticipates contract renewals in order to anticipate client needs and maximize retention opportunities.

KEY RESPONSIBILITIES

• You lead and develop a performance- and service-quality-oriented organization.
• You ensure a smooth, consistent, and distinctive client experience across all touchpoints.
• You manage operational performance through key indicators: client satisfaction, service quality, utilization rate of contracted servicing, productivity, and process automation.
• You oversee the governance of contract renewals and competitive tenders by ensuring that the service offering matches client needs, addressing pain points, and maximizing client intimacy.
• In partnership with the Sales and Delivery teams, you enable a seamless client experience across all interactions with Worldpanel.
• You embody the voice of Worldpanel with clients and contribute directly to the company’s business performance by sustainably improving client satisfaction and operational efficiency.

Skills & Requirements

PROFILE REQUIRED

You have significant experience leading Customer Relationship, Customer Success, or Client Service activities. You have demonstrated your ability to build close client relationships and have a proven track record of commercial success.

As a recognized manager, you know how to bring teams together around a shared vision, develop talent, and support change in demanding environments.

You enjoy environments where cross-functional collaboration is a key success factor.

Your proficiency in Salesforce and your ease in an international environment are real assets.

EXPECTED QUALITIES

• Inclusive leadership and the ability to engage teams on a daily basis.
• Excellent client orientation and strong sense of service.
• Ability to analyze and make fact-based decisions quickly.
• Strong ability to work cross-functionally with a wide range of stakeholders.
• Full fluency in both French and English.

There is strength in numbers - We are the Numerati

Numerator is 5,800 employees strong. We have the confidence to be real and embrace what makes each Numerati unique. Our diverse experiences, ideas and backgrounds fuel our innovation.

Being part of the Numerati means that we’ll take care of you! From our Recharge Days, maximum flexibility policy, wellness resources for employees and their families, development opportunities and much more — we’re always finding ways to better support, celebrate and accelerate our team.