Customer Success Director UKI

Numerator; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Worldpanel by Numerator in London is seeking a senior leader to shape Customer Success across the UK & Ireland, setting the strategy to accelerate adoption, strengthen retention and drive growth. You will champion a seamless customer journey from onboarding to lasting value, influence product priorities and resolve risks early to turn customers into advocates for Worldpanel.

In this hybrid, senior role you will build a high-performing CS team, establish scalable standards, governance and

Qualifications

• Leading a Customer Success, customer experience, account management or client service function in a complex environment.
• Developing and implementing customer retention, adoption and value-realisation strategies.
• Building customer success plans, governance frameworks and Executive Business Reviews.
• Leading and developing high-performing teams with clear accountabilities and performance measures.

Responsibilities

• Define and deliver the UK & Ireland Customer Success strategy, operating model and annual plan.
• Own customer retention, renewal readiness and value realisation, including expansion opportunities.
• Ensure Executive Business Reviews and access to products and services that accelerate value.
• Build and develop a high-performing team with health scoring, governance and playbooks.

Skills

Customer-centric

Strategic thinking

Leadership

Change management

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.

Customer Success Director, UK & Ireland

Location: London, UK | Hybrid

Reports to: Executive Managing Director UK & Ireland

About Worldpanel By Numerator

Worldpanel delivers continuous, behaviour-based consumer and shopper insights, helping brands and retailers understand what people buy, where, how often and why—translating data into growth opportunities and competitive advantage.

Role Overview

Lead and shape Customer Success across the UK & Ireland, setting the strategy to accelerate adoption, strengthen retention and drive growth. You will champion a seamless customer journey from onboarding to lasting value, influence the products and priorities that matter most, resolve risks early and turn more customers into passionate advocates for Worldpanel.

What is in it for you?

• The opportunity to shape and lead the UK & Ireland Customer Success strategy.
• A senior leadership role with direct influence on customer retention, growth, advocacy and experience.
• The scope to build and develop a high-performing Customer Success team.
• The opportunity to establish scalable customer success standards, governance and ways of working.

The key responsibilities in this role:

• Define and deliver the UK & Ireland Customer Success strategy, operating model and annual plan, establishing differentiated service propositions for strategic, enterprise and mid-tier customers.
• Own customer retention, renewal readiness and value realisation, using customer engagement and product adoption to identify risks and highlight expansion opportunities.
• Ensure customers have effective Executive Business Reviews and access to the products, services and capabilities that will accelerate value.
• Build and develop a high-performing team while introducing effective customer health scoring, risk governance, reporting, playbooks and success standards.

What You’ll Bring to Numerator

You will have the following experience:

• Leading a Customer Success, customer experience, account management or client service function in a complex, insight-led or business-to-business environment.
• Developing and implementing customer retention, adoption and value-realisation strategies.
• Building customer success plans, governance frameworks, Executive Business Reviews and customer health or risk-management approaches.
• Leading and developing high-performing teams, with clear accountabilities, performance measures and succession planning.

The skills and capabilities that we are looking for:

• A customer-centred and outcome-focused approach, combined with strong commercial judgement.
• Strategic thinking, confident decision-making and the discipline to turn plans into measurable results.
• Clear, collaborative and accountable leadership, with strong communication and change leadership capabilities.

Reasonable Adjustments

Worldpanel is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.