Director, Customer Success

Behaviorally; London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

A leading market research firm is seeking a Director of Customer Success in London. The role involves managing significant client relationships and driving growth through strategic account management. Candidates should have over 5 years of experience in market research or related fields, possessing excellent communication and organizational skills, along with a commercial mindset. Flexible working options and a competitive salary with benefits are offered.

Benefits

25 Days Holiday Pay

Hybrid work flexibility

Health and wellness benefits

Pension Scheme Enrollment

Ongoing training and development opportunities

Qualifications

• 5+ years of experience in market research or customer success.
• Proven ability to manage complex client relationships.
• Excellent communication skills.

Responsibilities

• Lead the management of client accounts generating annual revenue.
• Develop strategic account plans and maintain client engagement.
• Deliver projects efficiently and align with revenue targets.

Skills

Client relationship management

Market research

Communication

Strategic thinking

Team collaboration

Job description

Join Us as Director, Customer Success

At Behaviorally, we’re reshaping the way the world’s top brands understand and influence consumer decisions at the point of purchase. With deep behavioral expertise and a digital-first approach, we guide clients across retail and CPG landscapes through complex shopper journeys—both online and offline. We help leading FMCG/CPG companies to boost sales with effective packaging and shopper strategies. Our PackPower Score is the industry standard metric for packaging design, linking directly to sales to predict pack performance.

We’re seeking aDirector of Customer Success in London, UKto lead strategic client relationships, ensure commercial growth, and elevate the impact of our behavioral insights. You’ll be at the helm of some of our most significant accounts, developing solutions that shape shopper behavior and drive brand growth.
This is more than an account role—it’s an opportunity to influence how Fortune 500 companies think about consumer behavior, lead high-performing teams, and leave a measurable mark on a fast-growing, forward-thinking business.

As Director, Customer Success, you will have the opportunity to:

• Lead High-Impact Client Relationships – Manage a portfolio of key client accounts generating annual revenue, ensuring consistent value delivery and long-term growth.
• Accelerate Client Growth – Develop strategic account plans that unlock new opportunities, drive retention, and maintain a healthy pipeline of proposals
• Broaden Client Engagement – Begin introducing clients to the full range of Behaviorally’s product offerings, including quantitative, qualitative, and AI-enabled solutions.
• Deliver Consistent Excellence – Ensure projects are executed efficiently and aligned with revenue targets, budget guidelines, and client success metrics.
• Plan with Precision – Develop accurate revenue forecasts across weekly, monthly, quarterly, and yearly intervals to support business planning and resource allocation.
• Strengthen Client Partnerships – Cultivate and grow trusted relationships with client stakeholders, acting as a key advisor on research solutions and behavioral insights.
• Elevate Team Output – Work collaboratively to deliver high-quality, insight-driven work that aligns with our behavioral framework and productized approach.
• Execute Strategic Goals – Drive progress against Behaviorally’s corporate KPIs and play an active role in key company initiatives.

What You Bring:

• 5+ years of experience in market research, customer success, or a related client-facing role
• Proven ability to manage complex client relationships with measurable revenue impact
• Solid grasp of research methodologies—quantitative, qualitative, and emerging AI-based approaches
• Team player with experience leading and building collaboration to deliver client projects
• Excellent communication skills—capable of articulating insights clearly and persuasively to both internal teams and clients
• A commercial mindset, strategic thinker, and detail-oriented executor
• Naturally curious, self-motivated, and confident navigating ambiguity in a fast-paced environment

What You'll Enjoy as Part of the Team:

We know people do their best work when they feel trusted, supported, and valued. That’s why our benefits go beyond the basics:

• 25 Days Holiday Pay– your time matters
• Hybrid work flexibility– 3 days onsite at our London UK office
• 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

Why Behaviorally?

We are the global market leader in digital shopper research, but what sets us apart is how we work:

• Digital-first, behavior-focused: We prioritize agility, speed, and relevance
• Human-centered: We put people—shoppers, clients, colleagues—at the core of every decision
• Growth-oriented: We invest in our people and are proud to promote from within
• Transparent and grounded: We share goals, results, and accountability—top to bottom
  Join a team of curious minds, candid communicators, and committed collaborators who are passionate about redefining what shopper research can be.

We Value Every Voice

At Behaviorally, inclusion isn’t a buzzword—it’s a commitment. We believe diverse perspectives lead to better thinking and stronger solutions. We’re proud to be an Equal Opportunity Employer and welcome applicants from all backgrounds, identities, and experiences.

Let’s define the future of shopper research together. Apply now to join Behaviorally.